In the technology industry, change is inevitable. But sometimes this change is so revolutionary, organizations can struggle to keep up and understand exactly how to…

The burden on service desk agents remains high, caused by high ticket volumes and manual methods needed to resolve them. Virtual agents (chatbots) based on…

When you think of improving operational excellence in ITSM, do you only consider reducing time-to-repair (TTR), increasing first-call-resolution (FCR) or lowering ticket volumes? If yes,…

OpenTextTM Service Management Automation X (SMAX) is a SaaS service desk, ITSM, and ESM software. Based on embedded machine learning and analytics, SMAX delivers a…

Many of us have been dazzled by the power and promise of generative AI since OpenAI ChatGPT burst onto the scene late last year. A…

Close your eyes.  Imagine a utopia where users get useful answers to questions and rapid fulfillment of common requests, while a more effective service desk…

Eliminate service desk costs and elevate user experiences with an OpenAI API and private LLM virtual agent, Aviator. Meet Aviator, OpenText private LLM virtual agent, the smartest service desk OpenText has announced the technical preview of a private, generative AI virtual agent in ITSM solution..

A gamut of “breaking into tech” stories exist out there; so here’s mine in hopes of both educating and inspiring others to seek professions they truly love.