Reinventing IT Service Management with a Virtual Agent: Improve Satisfaction, Efﬁciency,
IT service desk leadership and staff are buried in tasks that keep the business running – installing, managing, and maintaining IT resources, not to mention responding to and resolving incidents, problems, and requests for service. Projects that maximize productivity, improve efﬁciency, and add business value have a tendency to fall to the wayside. This leaves the IT team at a crossroads. Do they sacriﬁce daily business maintenance activities in an effort to achieve long-term performance improvements? There is no easy solution, but rethinking traditional service delivery is a starting point.
Augmenting Your Service Delivery Team with a Virtual Agent
Innovative technology supported by artiﬁcial intelligence makes reinventing the ticket lifecycle possible. The result: improved experience and efﬁciency not only for customers but for support analysts and managers.
Artiﬁcial intelligence has progressed to make natural language conversation between humans and machines possible. Consumers are already familiar with AI-driven technology such as Siri, Alexa, and self-driving cars. B2B software vendors are jumping on the bandwagon and developing new tools, such as virtual agents (VSA), that integrate with business software solutions. Outside of consumer service providers, IT service
“By 2021, more than 50 percent of enterprises will be spending more per annum on bots and chatbot creations than traditional app
management is the perfect use case for virtual agent technology.
How Does it Work?
Let’s begin by exploring how a virtual agent augments traditional IT service desk communication channels. Rather than ﬁlling out forms or composing emails, customers describe their question or request in natural language to the VSA. If clariﬁcation is necessary, the virtual agent has the intelligence to interactively guide the
customer to provide additional information. The VSA draws knowledge from a variety of data sources in order to respond to the customer. These data sources continuously improve based on customer conversations. The VSA will either resolve the customer’s question or request, resulting in a zero-touch resolution, or escalate the problem to a human agent. Even the best VSAs will occasionally require human intervention. If a human agent is unavailable, the VSA will automatically create, categorize, prioritize, and assign a ticket.
Actionable tickets, with complete and accurate data, become the norm
Since labor costs dominate IT service management expenses, minimizing human intervention without sacriﬁcing service quality is essential. Driving adoption of self-service to minimize tickets has been at the forefront of the ITSM agenda for several years. Offering a virtual agent as a customer communication channel is simply the next step in the self-service evolution. VSAs can interact through text or voice and answer the most common questions, freeing staff to work on business growth initiatives.
Improve Support Analyst Satisfaction
Automating tasks, such as customer follow-up, status updates, and recurring service requests frees support analysts to work on more interesting projects that generate direct business value. This eliminates drudgery, improving job satisfaction, and ultimately employee retention.
Improve Customer Satisfaction
Customer satisfaction is one of the most important measurements of service desk success. Customers are accustomed to fast, on-demand service and
they expect the same across all IT service management channels. Not only do they expect stellar service, but they expect it 24/7/365, from any location, and on any device.
By interacting with an intelligent VSA, customers are provided the ‘right’ solution without picking up the phone or ﬁlling out a form
Build a More Powerful Knowledge Base
The knowledge base is where some of the most valuable data is stored and accessed simultaneously by numerous customers (and your VSA).
Traditionally, knowledge base content has been created manually, which can result in incomplete information. Machine learning will use previous VSA/customer conversations to create a more robust and accurate knowledge base. This intelligence will be pushed to support analysts for training, problem resolution, and searchable by customers.
Selecting the Right VSA Technology for your Business
Why not tap into the knowledge and intelligence you’ve already collected? Integrating an AI-driven VSA into your ITSM solution is a no-brainer, but just like any other purchase decision, it involves careful planning. All VSAs are not created equal and you want to improve customer engagement not turn your customer’s off. Be sure to consider the vendor’s domain expertise and commitment to ITSM, features and functionality, time and cost commitments, and suitability for your organization.
Can You Afford Not to?
Business trends change every year and it can be difﬁcult to separate hype from reality. Artiﬁcial intelligence has been explored for decades and it now invades our daily lives. Think about your phone apps (maps that reduce commute times and Uber ETAs), social networking facial recognition, and Amazon ‘recommendations.’ The current artiﬁcial intelligence is not perfect (Rosie the robot is not cleaning our houses), but it’s here and business leaders must prepare.
IT is continuously striving to meet the 24/7/365, on-demand service expectations of customers.
Technology trends such as artiﬁcial intelligence and machine learning perfectly augment IT self-service, enabling real-time, intelligent support for an exceptional customer experience. Luma™, a purpose-built virtual agent from Serviceaide, integrates artiﬁcial intelligence and natural language processing with IT service management.
Luma’s ‘always on’ availability improves the service experience for customers, support analysts, and management
There is no better time for your business to get more intelligent!
Serviceaide provides customer support and service management solutions to a growing global portfolio of clients who beneﬁt from efﬁcient ticket processing to deliver excellent customer service. IT Service Management functionality ensures that IT systems meet service level agreements and business objectives. The solutions feature a virtual agent with artiﬁcial intelligence, conﬁgurable ticket management, ITIL- certiﬁed processes, scalability, and data connectivity; all with a low administrative burden and cost of ownership.
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