Service Desk Artificial Intelligence Market Research

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RFIs for Industry Market Research on Outsourced IT Service Management Support Desk / Centers

The Army requests Industry feedback on the impact of artificial intelligence (A.I.) to service desk operations, metrics reporting, and support agreements.

Context: Historical commercial contact center support agreements typically have been sized based upon the amount of agent labor required as measured by customers, contacts, or recorded tickets. Once in place, support agreement performance may be measured based on a contact, or cost per ticket model with required SLAs/KPIs for service desk responsiveness, resolution rates, customer satisfaction, and overall customer experience. With the continuing evolution of A.I., A.I. and self help can be leveraged to reduce agent and other support labor, changing the focus of operations, metrics reporting, and support agreement structure.

Summary Question: When leveraging A.I., what adjustments in service desk operations, metrics, and support agreements enable the highest customer experience, facilitate quick ticket resolution, and provide the most value?

Operations Specific Questions:

How do you prioritize and promote migration of tasks from live agents to AI over time?

How do you manage A.I. implementation to ensure that A.I. models are trained to minimize biases and consistently produce accurate, contextually relevant responses?

How often do you modify the A.I. to address service desk issues not able to be resolved by A.I.?

Do you see any trends generally in the type of calls, contacts, or support tasks that appear to always require live agent intervention?

Do you use A.I. to provide surge capacity? Please describe.

What training resources do you recommend to help staff adapt to the new operational service delivery model leveraging A.I.?

What do you see as limitations on A.I. deployment existing in each of the IL4, IL5, and IL6 operating environments? How would you incorporate Department of Defense security compliance knowledge base into A.I. to ensure response is within acceptable security classification guide guidance?

Metrics Specific Questions:

What metrics do you use or recommend to measure A.I. adoption and performance?

Do you establish a percentage of Tier 0/Tier 1 tickets to be fully resolved by A.I. without human intervention?

Support Agreement Questions:

With A.I. implemented reducing agent or other support labor requirements, what support elements do you use to measure the size and value of the total support agreement?

With A.I. used in operations replacing agent labor, what metrics do you establish as support agreement SLAs or KPIs?

Are any A.I. adoption or performance metrics tied to specific incentives/disincentives or penalties in the support agreement?

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