Customer Satisfaction is paramount for any IT service management organization. However there are plethora of metrics, but a few which are key to customer happiness and satisfaction. Here we discuss 7 such metrics to track and achieve customer delight.
While there are many general purpose AI-powered systems like IBM Watson or MS LUIS available in the market, these have to be exhaustively trained in IT management before they can be used in a service desk environment. Additionally, these systems will also need to be trained periodically to keep the systems up-to-date. General-purpose AI platform might require a large time investment to train and fulfill the complex IT service desk deliverables.