Svetlana Sicular of Gartner says that the biggest issue in AI, and the reason why AI initiatives are rolling out so slowly, is the lack of ideas. (This is alongside well-known concerns–lack of skilled staff and worries about data quality–that she believes are overblown. She believes that, although handful of data scientists are essential, but good AI programs require a good understanding of the business, something that existing team members can provide. And she says that data does exist, although it may need structuring to use in AI initiatives.)
Back to the lack of ideas: it seems to me that fellow support execs have plenty of ideas for AI
- assigning cases to the best-fit support engineer
- prioritizing backlogs
- identifying potential escalations
- predicting staffing requirements
- analyzing root causes for product issues
- and more.
What’s your top goal at this point? Please share. (And if you have a goal, but no proper staff or properly-structured data, we can help.)
Read more about Gartner’s analysis here.