{"id":2005,"date":"2019-10-14T02:03:27","date_gmt":"2019-10-13T23:03:27","guid":{"rendered":"http:\/\/kusuaks7\/?p=1610"},"modified":"2024-03-13T09:09:12","modified_gmt":"2024-03-13T09:09:12","slug":"helping-the-it-help-desk-what-you-need-to-know-about-virtual-support-agents","status":"publish","type":"post","link":"https:\/\/www.experfy.com\/blog\/bigdata-cloud\/helping-the-it-help-desk-what-you-need-to-know-about-virtual-support-agents\/","title":{"rendered":"Helping the IT Help Desk – What you Need to Know about Virtual Support Agents"},"content":{"rendered":"\t\t
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\n\t\t\t\t\t\t\t\t\tIT help desks everywhere are handling a growing number of requests from multiple channels every day. And the more time the service desk spends putting out fires by phone, through email, or in person, the less time they have to focus on resolving the bigger issues and applying their cognitive skills to more meaningful projects.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tAre chatbots or virtual support agents the answer? The success of virtual support depends on several key factors. Here\u2019s how to identify those factors and evaluate whether or not VSAs are right for your organization.\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Chatbot vs. VSA<\/strong><\/h2><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThe first important piece of the puzzle is understanding the difference between chatbot and virtual support agent technology. While the concept is similar, there is a distinct and critical difference, particularly as it relates to using in the help desk arena. This difference can be summed up in one word: context.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\nIf you\u2019ve ever visited a website and used the \u201clive chat\u201d feature to ask a question, chances are the party you interacted with was a chatbot. And chances are even greater than the responses you received were basic and scripted based on a set of common inquiries. Simply put, chatbots are one-dimensional. They cannot engage beyond the basic communication that they\u2019ve been programmed for.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tVirtual support agents, on the other hand, when set up properly, have far greater functionality and flexibility than chatbots. Thanks to underlying technologies like artificial intelligence, machine learning, and natural language processing, VSAs are capable of understanding the meaning and intent behind human communication, even if it\u2019s vague or ambiguous.\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tIn other words, VSAs can understand the context. As such, they are able to hold realistic conversations, generate authentic dialogue and provide intelligent responses based not only on the data they\u2019ve received (like chatbots) but also in the context of that data.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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VSAs and the Help Desk<\/strong><\/h2><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tAs mentioned, help desk agents field a mind-boggling volume of incoming requests, the majority of which are routine and repetitive in nature, but important nonetheless. For instance, password resets are a necessary evil in the IT support realm as they are required in order to keep others in the organization productive.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Yet, the process of manually resetting user passwords is not only a tremendous waste of human resources, but it\u2019s also a massive waste of money. In fact, Forrester Research estimates that the average cost of a single password reset is $70. Multiply that cost by the number of times your support team executes this task and it really adds up.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\nThat\u2019s where virtual support technology comes in. VSAs enable the help desk to automate almost all routine, repetitive and manual tasks. Beyond this, however, is where the true value of virtual support becomes evident. In addition to automating the basics, the technology behind VSAs enables them to work alongside human agents, providing the same level of support and assistance.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\nHow it works is remarkably simple. The virtual agent pulls data from various knowledge management resources to respond intelligently to incoming requests. Virtual agents are also capable of taking action on behalf of the end-user without the need for human intervention. This means fewer escalations and a more manageable workload so human support agents can focus their skills on more meaningful business initiatives.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The Key to Success<\/strong><\/h2><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tOf course, as with any technology, virtual support agents do require work in order to set them up properly. For instance, AI and NLP technologies are essential components for VSA functionality. The most fundamental key to success, however, is the establishment and maintenance of a comprehensive, dynamic knowledge-base. After all, this is the resource from which the VSA will draw its responses. Without in-depth and accurate data, virtual agents will not be capable of operating to their fullest potential.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tGartner predicts<\/a>\u00a0that by 2023, 40% of I&O teams will be using AI-augmented automation, resulting in higher productivity with greater agility and scalability. Given the current benefits, coupled with the promise of improving technology, it\u2019s not a stretch to see that VSAs will continue to play an increasing role in making the help desk experience better for everyone.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

IT help desks everywhere are handling a growing number of requests from multiple channels every day. And the more time the service desk spends putting out fires by phone, through email, or in person, the less time they have to focus on resolving the bigger issues and applying their cognitive skills to more meaningful projects.Are<\/p>\n","protected":false},"author":658,"featured_media":4212,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[187],"tags":[95],"ppma_author":[3417],"class_list":["post-2005","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bigdata-cloud","tag-big-data-amp-technology"],"authors":[{"term_id":3417,"user_id":658,"is_guest":0,"slug":"gabby-nizri","display_name":"Gabby Nizri","avatar_url":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","user_url":"","last_name":"Nizri","first_name":"Gabby","job_title":"","description":"Gabby Nizri is Founder and CEO at Ayehu Software Technologies Ltd., AI, and intelligent automation platform. He is also an Official member at Forbes Technology Council, an invitation-only organization of CIOs, CTOs and technology executives."}],"_links":{"self":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/2005","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/users\/658"}],"replies":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/comments?post=2005"}],"version-history":[{"count":4,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/2005\/revisions"}],"predecessor-version":[{"id":36395,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/2005\/revisions\/36395"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/media\/4212"}],"wp:attachment":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/media?parent=2005"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/categories?post=2005"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/tags?post=2005"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/ppma_author?post=2005"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}