my-eService Solution, Virtual Chat for Remedy and Intelligent Virtual Agent for Remedy
Lower call volumes & improved Service Desk efficiency!
In today’s challenging economic market, IT departments must do much more with fewer people and resources. Given these constraints, the value of an effective solution that incorporates self-service and chat has become more compelling than ever.
What if your support team had an agent that knew all the answers to your organisation’s frequently asked questions and could access your knowledgebase within seconds? What if this agent worked around the clock, never took breaks, and absolutely loved to resolve issues for customers? Sounds like an ideal support agent, right?
Virtual Agent for Remedy provides an animated 3D service desk agent or virtual agent that utilizes Artificial Intelligence and integrates with existing knowledge repositories to provide quick resolve for your self- service users’ issues. The virtual agent uses a friendly, natural conversation engine to work with the self-help user to resolve their problem.
Providing a Remedy Interface to Chat for Service Desk Agents
Users can ask questions and get faults resolved through a live chat session. A typical service desk agent can handle up to 3 or 4 chat sessions simultaneously. This significantly increases agent productivity (in some cases by up to 300%) and helps with customer satisfaction. Chat can be accessed through a web site URL or integrated to existing chat media such as MSN, Google etc thereby making it easy to access for end users.
Benefits of Virtual Self Service
- Reduce Service Desk Operating Costs through Increased Automation and Usage
- Reduce Escalations and Faster Resolution
- Improve Efficiency of IT Support Staff Extend Hours of Support Employees/Customers
- Feel Empowered Improve Image of IT / Organization
- Improve Quality and Consistency of Customer Experience
