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Combine Virtual Agent and Agent in Slack or Teams to automate End-User Support

Bertrand Lafforgue July 20, 2021

The new normal for IT Support is made of Flexibility, Digital channel, Hybrid Intelligence & Automation. Employees will no longer work 9/5, the millennials will not use their phone but rather engage with IT Service Desk via Slack or Teams. Virtual agents will tackle simple tasks while agents resolve complex problems.

In fact, slow IT support limits the productivity of your workforce. An employee submits, on average, 1.1 IT tickets per month, with a typical wait time of 5hours before an agent sees the ticket, and 3days before it’s resolved. More than 30% of these tickets could be resolved entirely by AI.

Wouldn't it be great to have a virtual agent available in Slack or Microsoft Teams that is resolving issues and answering questions without agent intervention? Wouldn't it be great to have a Virtual Agent that leverages knowledge in Confluence, ticket in Jira Service Management cloud edition, or Data Center Edition? 

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