Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.
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.