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Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

Microsoft commenced a new help desk service today, called "Answer Desk," that appears to be aimed at consumer users. Answer Desk is described as "new service" in a Microsoft blog that was posted today ...

When Anthony McCloud graduated from Graceland University in 2000, he didn’t have a smidgen of business experience. He didn’t know the first thing about business processes, customer service, or the ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...