Effective IT Communication

Forget about calling IT or sending an email. Most ITSM tools already connect with platforms like Microsoft Teams and Slack, but their built‐in AI capabilities (if present) are often limited and tied to a single system of record.

Most common IT support channels

35%

of employees prefer Slack or Microsoft Teams

Agentic AI opportunity

An agnostic layer of intelligence

Agentic AI sits between users and any existing ITSM tools and SORs, understanding requests from any channel (mainly chat, email, voice, or more) and autonomously taking action. Because it’s system- and channel‐agnostic, it eliminates the need for rip‐and‐replace, orchestrating workflows across multiple tools to resolve issues or even prevent tickets from being raised.

The result is faster resolution, fewer tickets, and a seamless support experience across the entire enterprise.

Beyond the Hype Chapter 4

Effective IT Communication

Most common IT support channels

Agentic AI opportunity

Chapters

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