Service Desk Artificial Intelligence Market Research

The Army is seeking industry feedback on the impact of artificial intelligence (A.I.) on service desk operations, metrics reporting, and support agreements. The goal is to understand how A.I. can be leveraged to reduce agent and other support labor, and to identify the adjustments in service desk operations, metrics, and support agreements that enable the highest customer experience, facilitate quick ticket resolution, and provide the most value. The Army is asking for feedback on various aspects of A.I. implementation, including prioritization and promotion of migration of tasks from live agents to A.I., management of A.I. implementation to minimize biases, and modification of A.I. to address service desk issues. The Army is also seeking input on metrics to measure A.I. adoption and performance, and on support agreement elements that can be used to measure the size and value of the total support agreement. Some key points to consider include: • The Army is looking for feedback on the use of A.I. in service desk operations, including the prioritization and promotion of migration of tasks from live agents to A.I. • The Army is seeking input on metrics to measure A.I. adoption and performance, including the establishment of a percentage of Tier 0/Tier 1 tickets to be fully resolved by A.I. without human intervention • The Army is asking for feedback on support agreement elements that can be used to measure the size and value of the total support agreement, including the use of A.I. adoption or performance metrics tied to specific incentives/disincentives or penalties