According to a McKinsey Digital survey of over 300 CIOs and technology leaders, organizations are balancing COVID-19 response plans between immediate preparedness and planning for the new normal. Most CIOs believe the new normal will be a hybrid of work from home and work at the office—and they believe it will change from week to week until there is a vaccine.

With reduced budgets and a looming threat of a second COVID-19 outbreak in the fall, automating employee self-help becomes an imperative. It enables:

• Budget reduction through automation

• Shorter SLAs on critical problems

• Workforce satisfaction and productivity

This eBook will equip you with the requirements for achieving fast time to value with your help desk automation initiative so you can enable your workforce for the new normal.

Virtual agent basics

Important considerations to ensure high adoption