Key Benefits:
- Person-to-person support chats were successfully reduced by 85%.
- They were able to maintain incident volumes to the Service Desk at pre-COVID-19 levels, despite going live during lockdown, which increased demand for remote working support by approx. 20%.
- They reduced their Request fulfilment tasks to the service desk by 25% by helping employees find and select the appropriate service offering, therefore ensuring the tickets landed with the right team first time.
- Through the introduction of Virtual Agent, the organisation can now measure 100% of all feedback via the tool and use this information to iteratively develop new and better levels of support.
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Case Study:
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