Transforming Customer Support: How AI-Powered Virtual Agents Enhance Self-Service

Posted on Thursday 14 September 2023.

In today’s fast-paced world, customers crave instant solutions with minimal human intervention.

Self-service options have been around for a while, but the adoption rate by organizations doesn’t match the demand. According to Forrester Research, 72% of customers prefer self-service to email or phone calls, yet according to research in 2022 by ManageEngine, 34% of organizations still don’t offer self-help capabilities, and 29% don’t find it effective.

So, why the disconnect between user interest and organizational implementation? Users want seamless and personalized experiences, and static self-service portals often fall short, leading to the persistence of old habits like emailing or calling for help.

Enter AI for self-service

While we’re not fully there yet, integrating AI into IT service desks is changing the game. AI technologies, including machine learning, are making self-service faster, smarter, and more effective. AI-powered virtual agents are the key to optimizing self-service.

Here are five ways AI-powered virtual agents can revolutionize your self-service experience:

  1. Instant Contextual Assistance: Virtual agents provide personalized help by quickly finding relevant information and delivering accurate solutions. They learn from user interactions to provide tailored resolutions.
  2. Round-the-Clock Support: Virtual agents are available 24/7, ensuring users get help anytime, anywhere, even during non-business hours or holidays.
  3. Conversational Assistance: These agents understand and interpret user queries, simulate human-like conversations, and provide instant, contextual responses, reducing wait times and boosting productivity.
  4. Reduced Human Error: Machine learning algorithms automate ticket categorization and routing, reducing the need for human intervention and minimizing errors.
  5. Eased Workloads: Virtual agents handle repetitive tasks, freeing up technicians to focus on critical issues, ultimately improving service desk efficiency.

AI-powered virtual agents are the future of self-service

Users demand more than “good enough” self-service, and staying ahead of technological advancements is crucial for a great user experience and improved service desk productivity. Now is the time to embrace this trend and transform your customer support with AI-powered virtual agents to meet the expectations of your tech-savvy users.

ManageEngine ServiceDesk Plus can help you optimize your self-service using ML and AI powered agents. Read their blog on 5 ways to optimize self service to find out more about employing intelligent support agents to deliver 24/7, conversational support!


Alexandria Nisha

Content writer at ManageEngine ServceDesk Plus








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