Hi All,
Post implementation of Now Assist for Virtual Agent, along with the activation of the Create Incident agent, live agent support is no longer provided at the initial interaction. Instead, end users are given the option to create incidents directly.
This has resulted in a significant increase in the number of incidents being raised and routed to the Service Desk queue. Service Desk agents are required to follow up with users individually; however, users are often unavailable or do not respond. Consequently, this leads to additional effort in resolving issues, increased manual intervention, and higher overall man-hours, thereby limiting the expected efficiency gains from the Now Assist for Virtual Agent implementation.
Can you please provide your thoughts and solutions to overcome this issue.
