James is a digital, virtual agent speciﬁcally designed and trained for the IT Help Desk Level 1 role.
He lowers costs and improves experiences by freeing human agents from routine, repetitive tasks. James can also handle complete processes end-to-end – starting with triage via natural language to execution through robotic process automation and integration with leading service management platforms.
A TEAM PLAYER
James’ goal is to resolve as many inquiries as possible, but he escalates seamlessly when needed. This means passing along a complete record of the user inquiry so human agents don’t need to rework inquiries.
As with all of our Virtual People, James is available 24/7, inﬁnitely scalable, engaged in continuous machine learning and fully auditable.
HANDLING ROUTINE NEEDS SO YOUR HUMAN TEAMS DON’T HAVE TO
MONITORING AND RESOLVING INCIDENTS
PROCESSING PROCUREMENT REQUESTS
HANDLING PASSWORD RESETS
RECOMMENDING SELF-HELP RESOURCES
ALREADY TRAINED WITH THE SKILLS YOU NEED
- Create and update tickets
- Guided step by step help
- Active directory password reset
- Other password reset
- Multi factor authentication
- Request Items
- Software installations
- Provision Users
- Ofﬁce 365 Support
- Additional Level 2 skills can be added as part of implementation
- Gather needed information
- Assign tickets to right team
- Service Now