Reduce Servicedesk Operating Costs through Increased Automation and Usage
IT Servicedesks can quickly reduce their operating costs by increasing the level of automation in service delivery. Virtual Chat for Remedy represents a significant leap forward in service delivery automation. Self service tools cannot save money unless they are used. The virtual agent provides an easy and welcoming interface to make your tools more effective and usable.
Reduce Escalations and Faster Resolution
Self service users are often frustrated trying to find or remember where all the self service applications or knowledge exists. They shouldn’t have to know the difference between submitting an incident, service request, or whether they need a knowledgebase article or information from a portal. Virtual Chat for Remedy is intelligent enough to know which answer or tool will be most appropriate and delivers this to the user. If escalation is necessary, Virtual Chat for Remedy automates the involvement of the right people based on the issue and creates a seamless bridge from self service to assisted service.
Improve Efficiency of IT Support Staff
Support staff can work on more valuable, proactive projects because the virtual agent is able to resolve incidents without human intervention. When live assistance is needed, the support agent has instant access to more background information from the virtual agent to provide a more complete picture. This enables them to provide the right solution more quickly and get back to other priorities. The support staff can also “teach” the virtual agent – reducing further escalations and receive recognition for their valuable contribution.
Extend Hours of Support
Many service desks have limited or no 24 hour support. The Virtual Agent is a great solution to covering these off-hours. If further assistance is needed, an incident is submitted and can be answered during normal support hours.
Employees/Customers Feel Empowered
Many employees or customers are used to using self service tools for other products and services and now expect it from your organization. Virtual Chat for BMC Remedy empowers them with the tools and knowledge they need to quickly resolve their issues.
Improve Image of IT / Organization
Reach out to your employees or customers with Virtual Chat for BMC Remedy. Providing them with a powerful self service tool can go a long way towards restoring or improving your support reputation and improve customer satisfaction.
Improve Quality and Consistency of Customer Experience
Virtual Chat for BMC Remedy ensures that users don’t have a different experience depending on the support agent they happen to get when calling the service desk. The virtual agent standardizes the answers given to help improve the quality and consistency of the solutions being provided. The virtual agent also helps overcome user frustration with different personalities, levels of intelligence, or accents of support agents.
