The Definitive Guide to Virtual Agents. What You Need to Know Before You Buy.

By Leah Lindblom • March 31, 2021

For years, help desk agents have been monopolized by employees asking the same questions over and over again. When that happens, it negatively impacts budget, mean time to repair (MTTR), and workforce productivity, plus the most strategic initiatives don’t get the attention they deserve. And it’s not just IT questions. Employees ask questions related to HR, Facilities, Payroll, and more. While this has been an ongoing issue, help desk automation has not been prioritized—until now.

The focus on cost containment due to the 2020 pandemic has put a spotlight on automation, and that spurred digital transformation forward by at least five years. Gartner’s “Predicts” 2021 states that by 2023, 75% of HR service management inquiries will be initiated through conversational platforms. And the move to virtual agents in IT service management (ITSM) is happening even faster.

A virtual agent capable of understanding and resolving issues across the enterprise provides one place for employees to go to get the answers they need. Because virtual agents deflect tickets, organizations save valuable budget dollars while employees receive exceptional experiences that keep them satisfied and productive. It’s easy to see why the move to virtual agents is rapidly growing.

How do you select a virtual agent that can accurately deliver a personalized AI response across the enterprise? Employees will only give you one chance to get it right, so make sure you evaluate all of these areas to ensure an exceptional employee experience.

  • Conversational AI Requirements
  • Language Model and Accuracy
  • Content, Automation, and Resolution
  • Integration with ITSM Tools
  • Omni-Channel Strategy

“The Definitive Guide to Virtual Agents” will provide you with what you need to know before you buy.

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