Serviceaide is revolutionizing digital service management. Unlike other competing industry solutions, ChangeGear’s plaftorm includes an AI-based virtual agent and copilot. This improves end user experiences at every step of their interaction. With seamless, omnichannel support, and smart automation you can dramatically reduce response times, eliminate human errors, and improve resolution rates. This significantly enhances first contact resolution and streamlines backend operations.
Self-service benefits everyone; from employees to customers to service desk analysts and customer support. Easy access to relevant information speeds productivity. Anyone requiring any type of service or support will see the benefits AI can bring. Let’s look at the benefits of adding a virtual agent.
Elevate Self-Service with AI-first virtual agent.
24/7 Availability
Always on and available to assist, the virtual agent can handle requests at any volume, and when other resources may be unavailable or over-taxed. The ability to adeptly understand the intent of users through a conversational dialogue provides immediate service, faster resolution times, improved user satisfaction and enhanced user and staff productivity.
“With the proliferation of devices – 29 billion connected to the internet – IT helpdesks face escalating challenges, causing 80% of IT leaders to work longer hours.” (source: Cybersecurity Intelligence 2023)
Autonomous Issue Resolution
A virtual agent can handle and resolve requests without human intervention on average 30-70% of the time. Typically, customers see 80% of their requests result from 10 or less common issues. This speeds the process from initial request to resolution proving the fastest possible fulfillment and cost-effective method of problem solving.
Actionable Ticket Creation
Through goal-oriented dialogue, the virtual agent processes routine user service and information requests. When a rare or unique request is encountered, the request is triaged, which means capturing all necessary information right from the start. This allows for streamlining the resolution process, reducing the need for follow-up questions and instantly categorizing, prioritizing and assigning requests to human analysts.
Reduce Service Desk Load
By automating fulfillment and repetitive tasks you can provide users with the knowledge they need for self-service. This significantly reduces the cost of running and scaling a service organization by reducing the workload on human agents. This allows valuable staff to concentrate on more strategic, valuable, and intellectually stimulating tasks. This shift-left strategy not only dramatically improves service desk efficiency but also improves the Mean Time to Resolution (MTTR), and customer satisfaction, offering a marked enhancement over traditional email, forms, and catalog submission approaches.
“Around 60% of companies are now using AI-based ITSM tools to enhance their service desk functions.” (source: Rezolve, 2023)
Proactive engagement
A virtual agent enhances user experience by proactively engaging with end users. It can range from a follow-up for pending actions, approvals, or anticipating user needs by scheduling and reminding users on regular maintenance and updates.
If you are interested in improving self-service capabilities for your organization, ask to speak to a Serviceaide solution expert today. AI-based virtual agents far surpass simple chatbots and have proven value.
