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.

Access the case study here.