That means there is always “someone” available at the help desk, even if it’s not a person. IT support leaders are interested in deploying chatbots, says Chris Matchett, principal research ...

Lately the customer support desk has undergone some serious changes, and has become a vital part of the enterprise. Consequently, the people that run the help desk have gained more respect — and ...

“When there are not as many help-desk tickets, your Tier 2 and Tier 3 people can work on new applications and services.” For the IT staff at the University of Hawaii, improving customer service has ...