How can Virtual Agent support a remote workforce that has defined the new normal paradigm? Read on.
Remote work isn’t brand-new. Prior to the coronavirus outbreak, a small percentage of employees worked remotely. Today, it’s everyone. Over the past few weeks, IT departments globally have been working around the clock to enable 100% of their workforce to work remotely.
Subsequently, these remote employees are completely dependent on technology to stay productive. Any problems with the remote and collaborative services that this new remote workforce might encounter will impede productivity [be a blocker] until IT can resolve them. The availability and speed of IT support have become mission-critical.
Virtual Agents do not get sick. They are available 24/7 and can resolve the most common issues that employees come across – freeing up time for human support agents to focus on more critical and creative needs.
Working from home comes with challenges like interruptions by family, pets or technical problems with your communications and connectivity tools. Virtual Agent can’t do much about pets’ interruptions but can help anticipate, troubleshoot, and resolve common problems a remote workforce will encounter with these applications.
Virtual Agent Work-From-Home Starter Pack can help troubleshoot popular collaboration services including Zoom, Cisco Webex, Slack, and Microsoft Teams; while also addressing employees' questions through a COVID-19 FAQ.
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Here are simple steps to get your Virtual Agent up and running:
- Activate the Virtual Agent Plugins.
- Download Virtual Agent Work-From-Home Starter Pack.
- Identify from the list the topics that employees need while working from home.
- Review and validate the topic flows and resolutions that match your needs.
- Publish the topics on Service Portal or ESC.
For more information about Virtual Agent, you can visit the Virtual Agent and Natural Language Understanding (NLU).
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