The Bots are coming! Overview of Virtual Agents & How They Modernize Support

Presented by

Rich Graves, Director of Product Management at Serviceaide

About this talk

Are the machines out to get you? Are they going to replace you and your colleagues? The short answer is "No", but they have the potential to change how you do your job. This primer will enable you to be informed about these changes and proactive in making your job more productive and enjoyable. This presentation will dive into how components of artificial intelligence are being used to create modern conversational support experiences today. Learn about the differences between chatbots and virtual agents, discuss scenarios where virtual agents excel, and how virtual agents can improve key support metrics such as MTTR and customer satisfaction.

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Serviceaide’s vision is to transform Service and Support Management across IT, Enterprise, and Customer Service by applying breakthroughs in artificial intelligence, machine learning, and natural language processing to deflect tickets and automate user requests through conversations.