Top 5 tips for deploying IT and HR virtual agents
Join our webinar with PeopleReign on September 15.
Learn how Lisa reduced call volume by 37% in six months!
Lisa owns the Service Desk at Prospect Industries. Her team responds to about 275,000 IT incidents and requests per year from Prospect’s 15,000 global employees. About 80% of those are related to passwords, provisioning applications, and questions about IT policies. 70% of tickets originate via phone, 25% via email, and about 5% via the self-service portal. Prospect uses ServiceNow for Incident Management.
For 2021, Lisa’s CIO set an organization-wide target of reducing call and email volume by 15%. Lisa considered ways to improve self-service adoption with better knowledge content and offer better automation capabilities for password management. She even considered turning off 7-HELP, the company’s IVR system.
After evaluating all alternatives, Lisa selected the PeopleReign virtual agent. It speaks 27 languages and is pre-trained to answer about five million common IT and HR questions. Lisa’s team of two ServiceNow administrators deployed the virtual agent in three weeks and completed user acceptance testing two weeks after that.
The Prospect virtual agent supports global employees in nine countries and speaks all of their native languages including Polish, Italian, Spanish, Portuguese, and Japanese. In the first six months, call volume is down 37% vs. 2020. Lisa’s team now spends twice as much time authoring better knowledge content and two-thirds less time answering calls. Lisa was recently promoted and has two open requests for knowledge managers.
Discover five actionable tips used by Lisa to ensure the success of her virtual agent.
Leave with a roadmap for:
- Creating a culture of self-service
- Improving the self-service experience for employees
- Rewarding users for shifting from phone and email to virtual agents
- Using AI to identify knowledge gaps
- Automating the process of learning from every employee question
Register for our webinar on September 15, and receive the full research report detailing how hundreds of organizations are improving the employee experience with AI-driven automation.
The bane of my existence is trying to speak robot when rebooking a flight. Completing simple, routine tasks shouldn’t be difficult. We’ve been trained to hate virtual agents by...Read more