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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Beyond Tier 1: How to Automate Your Tier 2 and Tier 3 Support for Maximum ROI

Nelson Veiga  (Field CTO, Espressive)

Location: Marquee Ballroom, Solution Spotlight Stage

Date: Thursday, May 19

Time: 2:50 pm - 3:10 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Session Type: Sponsored Session

Vault Recording: TBD

Automating Tier 1 IT support with a virtual agent (VA) keeps repetitive questions, like password reset, from monopolizing your help desk, saving you money. However, many issues require Tier 2 and 3 agents—your most expensive resources. How do you leverage a VA to automate more expensive tiers? By using conversational AI with technologies like RPA, end point management, and IaaS.

A VA not only answers questions, it can also collect information reducing the burden on agents, as well as complete tasks like provisioning software accounts, changing permissions for applications, or even executing tasks on an endpoint (e.g., running a diagnosis, determining memory utilization). In short, automating tasks that once required Tier 2 and 3. In this Solution Spotlight, Nelson Veiga will present several use cases for VAs, including automatic remediation and proactive engagement, and you will learn how to select and deploy a solution that will improve MTTR while saving you money.