How AI Agents are Serving the Service Request Management Ecosystem

With thousands of service requests flying in from all directions, technology leaders often struggle to manage the bulk of requests. Whether it’s a simple data update, or a complex request involving several steps, prioritizing, documenting and resolving them with speed and accuracy calls for more than legacy systems.

It’s time to usher in purpose-built AI Agents to support service request agents. With Agentic AI, SRM teams can resolve queries faster, without adding headcount. AI Agents help at various levels. They automate routine tasks, manage exceptions, enhance decision-making, and improve user support.

This perspective paper builds a business case for the implementation of Agentic AI within the SRM ecosystem. While scanning the growth of AI and GenAI in enterprise SRM over the years, it delves into the possibilities that Agentic AI presents for modernizing the SRM process.

Key Takeaways for SRM Leaders

Download the perspective paper to discover how the core capabilities of Agentic SRM can transform your resolution journey:

• AI-led Experiences: Avail AI-powered workflows that operate independently with zero human intervention to minimize errors and optimize speed
• Contextual AI: Elevate user experience, streamline processes, and eliminate performance bottlenecks with agents that can analyze data and provide contextual insights
• Sentiment Mining: Boost resolution rates and recommendations with advanced text analytics capabilities that facilitate valuable inferences into customer opinions and behavior
• Smart Prioritization: Enable easy categorization and triaging of requests based on urgency and context for prioritized resolution

Whether you are a technology leader, operational head, or heading the services function, this read the PoV to sharpen your strategy and catalyze growth.