Question

A large retailer's service desk has deployed a chatbot and self-service portal that now handle 60% of routine contacts automatically. Management wants to know how the human service desk team should focus its remaining effort to add the most value to the organization. Which recommendation best reflects the purpose of the service desk practice in ITIL 4?

Accepted Answer

Have human agents concentrate on understanding business context, showing empathy, and handling complex or sensitive issues that automation cannot resolve well

Answer

Reassign the human agents to problem management, since automation has made the service desk role largely redundant

Answer

Require human agents to re-verify every automated interaction to ensure the chatbot never makes an error

Answer

Direct human agents to focus solely on meeting call-handling time targets to maximize the number of contacts closed per hour