A virtual agent can look after 30% of a service desk’s tickets, giving human agents more time to focus on solving the big challenges that make a real difference. But as with any advanced IT implementation, the risks of getting it wrong are significant.

This ebook looks at why virtual agents are rapidly becoming must-haves for the service desk – and how to get them right first time. Additionally, you will learn:

• 3 reasons you need a virtual agent on your service desk
• 6 steps to building a successful virtual agent
• 5 virtual agents’ pitfalls to avoid