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Both users and IT staff both IT and users can benefit from AI in order to better understand the nature of the nature of requests, incidents and problems. This will enable them to address issues that are recurring and trends more effectively. In the past, categorization was based on unclear drop-down menus like "software" as well as "application" or open-field text entries which could have been difficult to interpret. https://aisera.com/products/ai-service-desk