Virtual Agent Assistant
IT Managed Service Desk: Virtual Agent Services
CRI now offers the use of state-of-the-art “self-help” in the form of Virtual Agent Assistants, allowing for real-time customer service.
We leverage the ServiceNow Virtual Agent, which functions on mobile and desktop devices. ServiceNow is a robust platform designed to take full advantage of future technologies, i.e., Virtual Agents. Powered by artificial intelligence, or AI, the service can be configured with appropriate, customized workflows.
Is a Virtual Agent Assistant Service Right for My Business?
A recent study showed that 52% of consumers stop buying from a company after one bad customer interaction. These are significant challenges for commercial and government organizations, especially when resources are limited.
By leveraging innovations like AI, CRI offers you the ability to transform your customer experience. The introduction of Virtual Agent Assistants may increase the use of self-service from 10% up to 50-60%. This transformation not only drives end user satisfaction, but also improves the productivity of support teams by as much as 30-50% (GCN.com).
When you work with CRI, you are bringing cutting edge technology with the knowledge and experience to implement the most efficient processes to your team. Whether you are a small, medium, or large business – we can help.
As part of a virtual help desk, Virtual Agents offer the following benefits to your business:
The CRI Approach to Virtual Agent Services
The Virtual Agent provides a conversational Tier-0 chat interface that allows self-service users to ask questions, browse the knowledgebase articles, open incidents and requests, and execute out-of-the-box-services, including password reset.
We provide Tier 0 (self-help or virtual agent), Tier 1 (technical support agents), Tier 2 (on-site technicians), and Tier 3 (engineer level) services from our secure 24x7x365 Operations Center in Idaho Falls, ID.
CRI empowers end users by increasing their satisfaction and freeing up Service Desk staff so that they may deliver higher-value services. Users may access the Virtual Agents using mobile devices or computers.
Access to ServiceNow’s expanded knowledgebase is also included as a part of this service. CRI utilizes a “Shift Left” approach, which involves taking advantage of Self-Service (Tier 0) and Tier 1 levels, simultaneously freeing up invaluable resources for more complex issues.
Technical Support Agents