Virtual Agent Owner - Soft/hard skills needed to ensure value from implementation.

Ollie smith
Tera Contributor

‎10-10-2023 01:10 AM

My organization is in the process of integrating a virtual agent into our employee center. Our primary goal is to derive value from this initiative as swiftly as possible. As we embark on this journey, I'm reaching out to this knowledgeable community for insights and best practices.

  1. Governance: How have you structured the governance around your virtual agent? Are there specific guidelines, protocols, or frameworks that you've found effective?

  2. Ownership: Who typically owns the responsibility for the virtual agent within your organization? Is it IT, HR, a dedicated virtual agent team, or another department?

  3. Skillset: From both a soft and hard skills perspective, what type of individual or skillset is best suited to drive this activity? Are there specific qualifications, experiences, or traits that have proven beneficial in ensuring the success of such initiatives?

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Anshul Agarwal
Tera Expert

‎10-10-2023 01:31 AM

Governance:- Virtual agent is another channel to perform the existing ITSM/ITOM etc activities. So, from process perspective, nothing should change. From the technical implementation perspective/use cases, we have a team that looks into it and does the coordination with process team.

Ownership:- A dedicated team but then there are lots of moving parts so at the end, multiple needs to collaborate like Knowledge management, ITSM etc etc. It though depends on org to org but a dedicated team certainly eases things up as we scale.

Skillset:- Anyone with good understanding of SNOW platform is good enough from technical standpoint. Also, the process has to be streamlined so we need process owners along with User experience to decide the right journey for the end users.

 

Hope this helps!!