For years help desk agents have been monopolized by employees asking the same questions over and over again. (Password reset, guest wi-fi, software access, VPN information) 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. While that has been an ongoing issue, help desk automation might not have been on your priority list. But everything has changed since the pandemic with cost containment and employee experience as top issues.

A virtual agent brings the ease of consumer virtual assistants, such as Amazon Alexa and Google Home, into the workplace giving employees the kind of self-help experience they have come to expect from their consumer lives. The virtual agent automates resolution of employee questions, issues, and requests with personalized experiences that should result in employee adoption of 80 to 85% and reduced help desk call volume of 60% or more.

Key considerations when selecting a virtual agent includes: 

• Conversational AI
• Language Model and Accuracy
• Content, Automation, and Resolution
• Integration with ITSM Tools
• Omni-Channel Approach (Browser, Email, Slack, Teams, Mobile App, Phone, etc.)
• Multi-Department (IT, HR, Facilities, Finance, etc.)
• Multi-lingual