James, IT help desk support

JAMES-IT HELPDESK

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.

AI Product Emma, Employee Help Desk Support replying to messages by customers
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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.

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ALWAYS THERE

As with all of our Virtual People, James is available 24/7, infinitely scalable, engaged in continuous machine learning and fully auditable.

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JAMES IN ACTION

Want to see more of James at work? Contact us to schedule a live demo

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HANDLING ROUTINE NEEDS SO YOUR HUMAN TEAMS DON’T HAVE TO

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AUTHENTICATING EMPLOYEES

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MONITORING AND RESOLVING INCIDENTS

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PROCESSING PROCUREMENT REQUESTS

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HANDLING PASSWORD RESETS

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RECOMMENDING SELF-HELP RESOURCES

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ALREADY TRAINED WITH THE SKILLS YOU NEED

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LEVEL ONE

L1 SUPPORT

SKILLS

  • Create and update tickets
  • Guided step by step help
  • Active directory password reset
  • Other password reset
  • Multi factor authentication
  • Request Items
  • Software installations
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LEVEL TWO

L2 SUPPORT

SKILLS

  • Provision Users
  • Office 365 Support
  • Additional Level 2 skills can be added as part of implementation
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OTHERS

INTELLIGENT

ROUTING SKILLS

  • Gather needed information
  • Assign tickets to right team
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INTEGRATIONS

ITSM

INTEGRATION

  • Service Now
  • Cherwell
  • JIRA