One of the biggest challenges for service desk teams is striking the right balance between business-critical projects and keeping up with everyday problems and requests. To help relieve this problem, ManageEngine, the IT management division of Zoho, is incorporating Zia, Zoho's AI assistant, as a virtual IT support agent in its cloud-based service desk software, ServiceDesk Plus. "While business end users want on-demand access to IT service desk personnel, IT support staff prefer to focus on higher priority activities and do away with attending to level 1 support. Zia brings perfect balance to service desk operations by offering end users… [Continue Reading]
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