The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

Aging help desk systems hinder remote support and IT fixes. Cloud-based help desks cut costs, ease complexity, boost IT. 28% of businesses are automating IT and help desk services. Along with aging ...

When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

Taylor worked with AP from 2018 to 2025, most recently as Google Editor. I was excited about Google Home's script editor feature: as my smart home collection has ballooned, the idea of more ...

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 ...

With in-person IT support now relatively rare, tech workers are under increasing pressure to support end-users and endpoint devices remotely — and they need better overall support and tools to do that ...

Google Home’s web script editor is getting a new “Help me script” feature. The generative AI feature creates all the code for you from scratch when you tell it what routine you want. It’s currently ...

Defensive security techniques often lag offensive attack tactics, opening companies to heightened risk from rapidly evolving threats. This often explains the frequency of devastating breaches: ...