An average employee submits one IT support ticket per month and, on average, each ticket costs about $25 to resolve using traditional methods
Autonomous & instant resolution
Without the need for human interaction, incident resolutions are quick, easy, and productive. Virtual agents can handle up to 80% of the routine questions that IT support receives everyday. Issues that require escalation can be deflected to live agents who have more time and bandwidth to respond to higher level queries. Virtual agents are especially useful for handling sudden spikes in ticket volume, during an outage or other extraneous situations.
Avaamo has used advanced data science techniques to mine support tickets, call logs, transcripts, and a host of other interactions to build complex knowledge graphs. Thousands of intents and entities capture the relationships and hierarchies commonly present in the world of service desk. We can classify most IT issues, identify a variety of tickets, and navigate complex requests.
Create an intelligent, conversational knowledge base
Tell us where the answers are – this could be in your ITSM knowledge base, pdf documents, or any other content source. Our conversational AI engine builds a closed domain knowledge graph that identifies relationships among entities in your documents. These entity relations enable Avaamo Answers to answer queries that require information from multiple contexts.
Whether the questions are informational or transactional, your users simply ask them, and Avaamo’s platform takes care of the rest. No scripting, no conversation design, no hassle.
The intelligent service desk is available 24×7 across multiple channels. With the virtual assistant, there is no new interface to learn — users can simply use natural language via voice or text to immediately resolve their issues. Surveys show that traditional ITSM tools fall short of employee expectations resulting in a lack of employee adoption, high ticket volume, high cost per ticket, and longer times to resolution.
Deploying an intelligent virtual agent reduces resolution times, directly translating to cost savings. By dealing with the largest volume of basic incidents, the virtual agent enables human technicians to focus on more complex issues. This increases agent retention and IT support performance invariably improves. Not only does automation plug the leak but it also actively contributes to creating a more productive environment for employees, thus boosting revenue generation as well.
Hi there! I am Snowy, your AI powered Virtual Assistant to help you resolve service desk issues. Report an incident, check request status, reset your password, provision software, answer FAQs and do much more from a single point. Click on NOW, present on the bottom right corner and type your queries.
The latest on Avaamo’s conversational AI platform and how its powering the Conversational Service Desk