Several years ago, I was involved in defining an artificial intelligence (AI) system to improve help desk tickets for a large IT provider. The leadership identified a key question for the AI system to answer: Given a new IT problem by a user, what is the first resolution they should attempt? Despite having a global network of employees solving similar tickets at the same time, employees were having difficulty properly labeling new tickets and their successful solutions consistently. We wanted an AI system to improve the IT ticket resolution process and provide better customer and employee satisfaction. Without the ability to measure the recommendation outcomes, an AI system will fail in the long term or become very costly to maintain.

Source: Forbes January 22, 2018 12:11 UTC