The MOST frustrating thing about using the help desk
is wait time. But “dumb chatbot” is not far behind. In better news, wrong answers accounted for only 10% of the frustration. But what if you could trim down that 10% even more with a system of intelligence, artificial intelligence (AI) that learns as it goes, and a virtual agent that
passes all relevant end-user inputs on to the live agent?
Such that no one has to start from scratch again when they move from AI to human help.
According to a survey by @peoplereign 53% of employees purposefully avoid the help desk, with another 8.5% using it grudgingly. See this & more insights here. #ServiceDesk #ITSM
51% of the 1,000 people surveyed by @peoplereign said the most frustrating about the #helpdesk is wait times. Followed by 28.5% citing 'dumb' chatbots are their primary cause of frustration. #servicedesk #ITSM