Soapbox Blog

Do we need another service management tool?

October 26, 2018
by Dion Williams

CEO Blog

Is there another perfect storm on the horizon in the service management marketplace?

How an AI-powered Virtual Agent helps provide faster, accurate access to your Confluence and ServiceNow Knowledge

September 17, 2018
by Paul Heath

Insider

In today’s fast-paced, competitive business environment , the need to resolve issues and respond to customer requests quickly has never been higher as the cost of lost productivity is enormous. According to Gartner, the average cost of IT...

How Artificial Intelligence is helping Support Organisations to Shift Left

May 01, 2018
by Dion Williams

The concept of Shift Left has been around for many years, originating in the software testing domain, focused on early testing in the software development lifecycle commonly referred to as, test early and often.

Why knowledge is critical for chatbots to be successful

November 16, 2017
by Aprill Allen

In a world where consumers increasingly demand instant gratification via their prefer communications channel, service providers in business must align to this expectation. Simply directing customers to a portal to complete a form, expecting them...

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

October 23, 2017
by Dion Williams

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...