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SupportWorld Live

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Solution Spotlight: How To Deliver the Highest Autonomous Resolution Rate with a Virtual Agent

Nelson Veiga  (Field CTO, Espressive Solution)

Location: Premier Ballroom - Solution Spotlight on EXPO Floor

Date: Thursday, May 4

Time: 2:50 pm - 3:10 pm

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Session Type: Solution Spotlight

Vault Recording: TBD

Audience Level: All

Automation of IT Service Management is critical for efficient and cost-effective service delivery. However, achieving a high autonomous resolution rate with a virtual agent requires specialized knowledge and techniques.

Join Nelson Veiga, Field CTO of Espressive, to discuss the strategies, techniques, and capabilities of using an AI-based virtual agent to achieve high resolution rates, positive business outcomes, and strong adoption across the enterprise.

A virtual agent enables the service desk to:

· Stop repetitive ticket work

· Improve MTTR

· Up level agent skills with AI

· Assist with agent responses

By the end of this session, you will have a solid understanding of the strategies and techniques for delivering the highest resolution rate with a virtual agent for ITSM, and how to optimize the virtual agent's performance for maximum efficiency and employee satisfaction.