The Transformative Impact of Artificial Intelligence and Augmented Reality on Enterprise Service Management

The Transformative Impact of Artificial Intelligence and Augmented Reality on Enterprise Service Management

  • August 2021 •
  • 6 pages •
  • Report ID: 6130428 •
  • Format: PDF
This IDC Perspective discusses the ability of artificial intelligence- and augmented reality-powered enterprise service management solutions to support massive increases in enterprise efficiency and customer experience. This document examines both vendor and end-user stories to look for essential lessons in this quickly developing market to help guide new end users. "AI- and AR-powered automation and remote services facilitation is helping enterprises adapt their models to the challenges of current global needs not only due to the COVID-19 pandemic but also due to the ever-growing expectations of customers in a rapidly expanding digital economy. To maintain relevance in this shifting environment, enterprises must investigate the application of these solutions in their company structures or risk holistic failure to compete in the future." -- Ritu Jyoti, group vice president, AI and Automation research, IDC