Five forces driving the need for Intelligent Automation in the Service Desk

Service Desks are under siege on numerous fronts from forces within the business that are challenging the fundamental function of the Service Desk – to service customers. Chatbots and more generally intelligent automation (AI-powered human augmentation) are emerging as key tools in the fight to balance these competing forces. Porter's Five Forces model, named after Michael E. Porter, identifies and analyses five competitive forces that shape every industry, and helps determin...