Question

A service desk manager is under pressure to reduce ticket handling time. She decides to purchase and deploy an AI chatbot immediately, hoping automation will solve the backlog. Her team warns that many tickets involve poorly documented processes and inconsistent data quality. According to the 'Optimize and automate' guiding principle, what should the manager do first?

Accepted Answer

Understand and agree the context in which optimization occurs, including the current state and objectives, before applying any automation

Answer

Deploy the chatbot quickly, since automation is the fastest route to reducing handling time regardless of underlying process issues

Answer

Automate every repetitive task first, then measure whether the processes were worth optimizing afterward

Answer

Reject automation entirely because the processes are not yet perfect and cannot be improved