CIOopinion
application fixing toward the endpoint level
to proactively secure any vulnerability.
As customary business movement requires
interfacing and arrangement between
representatives and clients, the CIO is
required to provide a secure, reliable remote
work platform with a collaboration system
to power up remote work. This essential
service will turn into the most critical
function to equip the workforce and enable
the everyday action.
The CIO and his management group
need to lead the change and be an
excellent example for employees. Processes
and methods should be amended and
communicated back to the employees. The
pressure on the customer service department
will drastically increase as incidents and
requests will increment and accomplishing
the guaranteed administration level
understanding will be intense.
It’s a chance for the CIO to improve current
frameworks and procedures, begin progressing
and enhancing the customer service solution
with more knowledge-based articles that will
help and guide the employees.
They can also look to utilise advanced AI
solutions to efficiently resolve first-level
interactions and improve time to fix.
Deploying bots to handle repeatable
enquiries and interactions, considering
“
TECHNOLOGY IS
HERE TO HELP
THE ECONOMY TO
ADAPT TO THE
‘NEW NORMAL’.
more automated workflows and
implementing robotic process automation
to handle known issues or tasks will reduce
human errors. This will help the employees
to stay focused on responding to this
change effectively and concentrate on the
company vision and its mission. •
48 INTELLIGENTCIO www.intelligentcio.com