Consider this: Results from two recent Gatepoint Research studies revealed that 32% of respondents are looking to reduce service desk requests with self-service automation, and yet, only 4% state they have implemented automation via a virtual agent for non-business hours.
Although we are in the second year of Covid, most ITSM organizations have not redesigned employee support for a hybrid world. The impact of not automating the resolution of IT questions and issues is being realized in lost productivity and diminished employee satisfaction. There are significant benefits, however, being realized by enterprises that have automated employee self-help with a virtual agent.
Espressive and Resolve Systems review the findings of the Gatepoint studies and their implications on the state of IT. Experts from both companies discussed the symbiotic relationship between virtual agents and IT automation, and how the two combined can drive superior employee experiences to help enterprises surpass their SLAs. After all, with remote and hybrid workforces here to stay, strategies to help your Tier1 support team are paramount.
From this conversation, you’ll learn:
- What employees really think of IT support today and how the right automation technologies can help
- The top complaints employees have with IT self-help and how to overcome them
- Benefits companies have realized who have implemented IT automation