Cost containment, employee experience, and digital transformation are top business priorities in 2021 as a result of the pandemic. All of these have accelerated the demand for virtual agents for employee self-help.
But how do you deploy a virtual agent that will give you high ticket deflection, while improving employee satisfaction and workforce productivity? Do you build in house? Leverage a toolkit? Buy off the shelf?
This definitive guide to virtual agents will give you an in-depth understanding of what you need to know before you buy. In it you will learn:
- Virtual agent basics
- What’s driving help desk automation
- How to determine whether a virtual agent is “conversational”
- What to look for in a language model that delivers high accuracy
- A checklist for what is important related to content, automation, and resolution
- The difference between light and deep integration with ITSM tools
- Important considerations to ensure high adoption