>>I'm really excited about this session, Liz.
>>Yeah.
>>Because what are we talking about?
>>We're talking about artificial intelligence,
it's pretty amazing stuff.
>>Right, and there's a ton of buzzwords around it.
I think we've talked about it a lot
with some of our other products,
like Database Performance Analyzer.
And it's a big part of making
a service desk really easy to use for users,
who maybe aren't familiar with it.
Instead of like training them all the time
about a very specific like,
if you have a form that you fill in
and you have to have a training manual
on how to fill in that form, something is not right.
>>Exactly, there's a little bit
of a problem there and you're spot on.
With artificial intelligence, we're ultimately trying
to guide our users in the right direction
so they know where to look instead
of constantly scratching their heads.
So, it's pretty amazing what it brings
to the service desk side of the world.
>>So is it mostly for gathering user input?
Is it for recommending self-service,
or where does it typically appear?
>>Honestly, all of the above.
So, we're trying to collect information
so that you are not constantly having that back and forth
of, did you try this, is your computer even on?
But it's also making sure they're
going to the right resources.
So, you told me you needed this,
here's an example of exactly what you're looking for.
>>And also, it should adapt over time.
>>Exactly.
>>All right.
So, why don't we walk through just a really simple example.
>>Sure. >>A user input.
>>Yeah. >>Right?
Kinda going back to that,
don't hit them up with 50 million fields.
What that looks like in terms of starting
with a basic request that's kind of broad,
you're not sure what it is,
and then figuring out exactly what that request really is.
>>Yeah definitely, let's take a look.
>>Okay.
So, as an employee,
when I come to the Service Portal,
there's a handful of options that I could go
and take a look at, but the most jarring
here, is gonna be that search bar.
And if you think about Google, it's a perfect example.
I can go and search for exactly what I'm looking for.
So, we tried to mirror the exact same logic here.
>>And it's natural language instead
of expecting it to speak IT?
>>Yeah, totally.
So when I come in and I am just lowly little requester,
I don't speak IT, but I use Zoom all the time
for our web conferencing meetings,
and as of late, I've been having a lot of problems
with connecting my camera on my meetings,
which doesn't necessarily bode well
when you're trying to face-to-face over the webs.
>>In meta, that's actually true
in the last couple of weeks while we've been
on the web calls. >>Yes, accurate.
>>So when I come in here and I type in,
like Zoom meeting, for an example.
But I don't even have to go so far as
to type in the full phrase.
It's already prompting me with suggestions.
But let's say, I don't find exactly
what it is I'm looking for.
So I'm just gonna glaze over all my suggestions
and head straight into submitting a help ticket.
So when I get here,
it's still capturing what I originally entered
making my life a little bit easier.
So, my meeting camera won't work.
>>And the search box popped up again
while you were typing it up >>it sure did
And we're gonna talk a little bit more
about what that search bar actually brings to my experience.
But specifically, taking a look at
how your employees can categorize
or classify the problems they're having.
So down below I'm going through
and I see a bunch of categories.
Which admittedly is overwhelming.
Where do I click?
So here are smart suggestions,
otherwise known as artificial intelligence
but again as requester, I wouldn't know that's AI
because it says smart suggestions.
So here, I recognize that Zoom is an application
that I actually use.
To take it one step further,
the subcategories are gonna to do the exact same thing.
So now I know I'm actually doing the right thing upfront.
Making me feel like, A, I should get a gold star,
but B, knowing my ticket is gonna go into the right hands.
>>So the main reason we're doing this then, I guess,
is that the big advantage of using a service desk,
like really incorporating a lot of different options
and workflows and automation
is that automation is way, way easier
to actually have narrowed it down to context and specifics
before you kick it into automation
to avoid it kicking back to a human who has to sign that.
>>Exactly.
And there could be outliers too.
So the more you that give them,
even if it's a condensed version of that,
the better it's gonna bode for your technicians
and at the end of the day,
I'm gonna get my issue resolved so much faster.
>>I'm gonna actually hold a question until later but
I'm just, cause I guess I'm gonna have to take your word
for it at this point, because what I saw was a search box
that popped up, and I guess two, right?
So, well actually, no three.
So it was the initial search, then the context aware search
as you were working on the details of the ticket,
and then categorization, sub categorization, you're saying
that AI was actually involved in recommending all of those
so those evolved over time?
>>It sure was, yeah.
>>Okay, well I'm gonna hold you to that,
and when we get to the end of the session,
I'm gonna make you show me that so that we can see it
changing or at least talk about how you would know.
>>Definitely.
>>Yeah, okay >>Sounds good
So, to round out this ticket for Emilia Employee,
the final two questions have popped up,
so this is our final layer of how they're going through
and classifying this issue.
Now that I've put in all the information
as it pertains to my Zoom problems, I'm able to submit this
help ticket, and now my technician is well equipped
with everything they need to diagnose my problem.
>>Well, also on that last screen,
what that last box was, did you reboot?
I mean, you got a pretty good chance
of not having to ask the very first question.
>>Exactly.
So now that we've looked at how artificial intelligence
can influence how employees are behaving in terms
of ticket submission and all the data that can be collected,
not to mention, categorization, big one there,
with the Service Catalog, there's also so much value
that can be driven because of how powerful it can be,
you're collecting infinitely more data upfront,
but pairing that with an automated process,
making your technician's lives easier,
and ultimately, your employees happier
because they're getting the services they need
in an efficient manner, but it's not just for IT,
it can also be utilized by all of your
internal service providers.
We have clients who have utilized the Service Catalog
in some pretty unique ways.
For an example, there's one team that uses it
for office check-ins, so when a guest comes through,
they have their tablets situated and they have
a service catalog running for that check in,
but it doesn't stop there, you could use it
for human resources for employee onboarding
or even facilities, changing light bulbs,
the list is limitless.
>>Okay, that is absolutely true, and I love that.
So you're going to spend some time, you're going to build
service items that map to the business actually
reflect the way your organization works, that's gonna be
provide a lot of automation, save a lot of time,
and get quicker time to users being happy,
it's gonna raise your CSAT but the trick is
if the forms are simple, if the entry point is simple,
how do you get them to the right form,
that feels like something where artificial intelligence
can really be a help.
>>Exactly, especially knowing it if you have so many
internal service providers who are leveraging it,
that's a lot of catalog items to dig through,
and I ain't got time for that, and that's exactly where the
artificial intelligence is going to come into play.
So let's take a look at how it's going
to help nudge me there.
>>Cool.
>>As an employee, when I come back to the portal,
again, I see that search bar, so I could start here.
So, I recently got married and I had to go through a slew
of paperwork to change my name and it was a headache,
but for the greater good. >>You would think that at
this point that would be a lot easier than it is.
>>You would think they would automate it,
maybe we have an idea there.
So, going back to changing my name,
if I were to go through and put in change name,
I'm now being prompted with the available service,
but also a knowledge-based article.
In this example though, I know for a fact
that I do need to follow certain procedures
in order to get my name changed.
Once I've reached this screen,
I'll find every required field that I need to enter
in order for my human resources team
to best facilitate my name change.
>>Because that's defined in that form.
>>Exactly, and once the employee goes through
and fills out all the required contents here,
then human resources can take care of it
in a pretty quick fashion, making me happy
and with my new name.
>>Okay, so go back a second to that search
for the name change form >>yeah
>>There's another one here, which is actually
about updating the beneficiary forms for life insurance.
Is that coming up here because somebody took the time
to say, "Well, these things are kinda related."
Or is artificial intelligence helping guide that
because other people tend to use those both together?
>>Yeah, that's a great question.
So, it's actually populating as a result
of how we use the system, so rather than programming
the artificial intelligence because that's not the nature
behind it, it's truly showing this based on adoption.
So, because in the past, people have looked
for changing their name, there might have been a technician
that suggested, "Here's a great article for you to rely on
to make that appropriate change."
>>Okay, and so, by we, you don't mean we, the Service Desk,
you mean we the organization that's operating it.
>>Exactly >>So these
are going to adapt over time to the specific operation
of that organization.
>>You hit the nail on the head.
It really is machine learning, so it's like muscle memory,
it's learning the different actions you're taking over time,
to start making the appropriate changes based on
what your employees are putting into the system.
>>Okay, that is a great example for HR,
and I think a lot of our customers actually start with HR,
it's sort of that first adjacent department
that they really start adding service catalog items for.
So, show us another example,
maybe for a different department.
>>Yeah, definitely, let's bring you back to IT.
So, when I come here, there's often times the same request
for password reset, I am the number one culprit for this,
my IT team can attest to that, so I type in password.
From here, I'm prompted with my available
password reset services.
I know exactly where I need to go.
So we'll click on the first one here,
and what's great about this form once I get there is
it only asks me one question, "What's the application
that you're having a problem with?"
For this example, we'll check Zoom, and from there,
I'll go ahead and request my password reset
for this application.
Once I've made that request, I'm ushered into my requests,
and I can see that this one is pending work, it's brand new,
but what's really cool with this process is
we've taken it one step further
to automate what the employee can do.
So, we're really bringing that employee empowerment
into focus by using tasks and approvals.
The workflow actually puts the work back in my hands,
so now I need to go through and read the how to document
on resetting my password.
I'm not waiting for a technician to take care of this,
I'm able to do it on my own,
which makes me feel really good.
>>Well I love the way it sort of flips that helpfulness from
instead you get an email or somebody
cuts and pastes the link in and it feel almost like you're
being punished by the IT departments,
like, "You should've known!"
>>Right >>and scolded and instead,
it just presents it for you much faster
because in the end it's you fixing it yourself,
you're always gonna be happy.
Okay Liz, we've talked about using artificial intelligence
to make sure you have what you need when you fill out a form
in the first place.
You showed us how it is helping guide employees
to the right forms in the first place,
but how can you really do the magic,
which is prevent a ticket in the first place.
Like get them the information they need
and guide them to resources without,
and prevent work flows potentially redirecting the ticket
or anything else.
>>Yeah, I'm really glad you brought that up, Patrick.
So, that's really where we're driving
with the artificial intelligence towards case deflection.
Why put in a ticket when there's a resource that you could
actually digest to do the troubleshooting on your own,
and again, your technicians will thank you!
So, with that there's different ways that you could help
work on the content so that it really is employee focused
so they could follow a step by step,
but again, nudged by artificial intelligence.
So, let's take a look at that here.
For an example, we use DialPad to make
many of our outbound calls, so let's say that I'm having
problems in terms of my contacts within Gmail
connecting with this, which is critical
for me to make these outbound calls.
Rather than getting it set up like it's being suggested
as a service, I actually could go and reflect on this
article about how I can get my contacts to synchronize
with DialPad, so that I can keep doing my job.
Here, as an employee, I can go through
and read the contents, look at the GIF's, get all the help
that I need, so that I can make sure that the connection
is established, and go on with my day.
>>So it's pretty easy to create these, I mean,
the thing that I love here is you've got a animated GIF
so instead of having that thing where you have
16 different screenshots and hoping that they can
follow along, you're actually showing them
what it looks like if it's successful.
>>Yeah, and I think that's what so many of our clients
have turned to, rather than relying on photos step by step,
we're using the rich text that you can bring
into these knowledge-based articles and putting GIPHY's in.
Nothing is easier than follow along with a ten second clip,
and I can look at it on one monitor,
and reproduce the exact same steps on my other screen,
and again, I'm able to resolve the issue myself
without ever having to put in a ticket.
>>So you're using a lot of CSAT to figure out whether people
really like processes and how to tune them.
Do you find that they like workflows that are part of
a service catalog item more, or do they tend to like
being able to do it themselves, like almost they've,
it's a discovery place where they get smarter.
>>That's a tough one to answer, because they think
that all teams benefit from both,
and using customer satisfaction, we can definitely get down
to which is panning out better for our teams.
We have something so simple as a thumbs up, thumb down.
So, I can actually have better insight to the articles
that users are reading on their own, but on the back end,
I can actually qualify the number of times
a knowledge-based article has been attached to a ticket,
helping me better understand,
"Is our content actually being used?"
>>Exactly, and that's a thing, you only have
a limited amount of time in IT so you're either
building automation, building workflows,
or you're building, in this case, KB articles.
So basically what's happening here, you're saying
is that the artificial intelligence is guiding people
to resources they need, then you're watching the use of
those resources over time, and that helps you decide
where to invest.
>>Exactly >>Like, maybe
they like KB's more, I'm gonna spend my time
proactively building help files that will help them,
or maybe it's more complicated and you wanna
actually create a workflow.
I think for me, the big takeaway here is that
this is not Skynet, right, this is observing behavior,
and getting better over time.
>>Yeah, exactly, and originally when artificial intelligence
came out, it was kinda scary, no it's not Big Brother,
but we are helping take the different actions that your team
is using within the service desk to empower the employee,
which is what we all want at the end of the day.
Make our lives a little easier so we can work smarter,
not harder.
>>We covered a lot and this session
has been a great crash course.
How do we end this?
>>Good question, let's go to the source.
[typing]
[ding]
Say thanks and smile.
>>Thanks. >>Thanks.
>>And smile. >>And smile.