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How to Deploy Virtual Support Agents in 5 Steps

How to Deploy Virtual Support Agents in 5 Steps

Intelligent bot technology is disrupting almost every industry, with everyone from Verizon and Capital One to NASA jumping onboard. But while artificial intelligent is certainly not a new concept, developing and implementing virtual support agents in a practical and profitable way is still in its relative infancy. Unlike other, more established technologies, there aren’t necessarily any real standards for using bots. Thankfully, there are things we can learn from those already paving the way. Here are five real-world tips to help your company bring a VSA initiative to fruition.

Identify audience and need.

For VSAs to produce ROI, they must solve a specific problem (or set of problems) and/or deliver real, measurable improvement (such as with staff efficiency or productivity). As such, the initial phase of your virtual support agent strategy should involve identifying who you are trying to help and exactly why. The narrower you can get with this step, the better the outcome. Keep in mind you may have multiple iterations of the same engine, based on the user you are targeting.

Select a platform.

Once you have a clearer picture of your target user and target problem, the next step should involve choosing a platform through which the bots will be built and managed. This is the phase of the project that can overwhelm some decision makers. The good news is, there are platforms (like Ayehu) that are so easy to use and quick to implement that you can be up and running in mere minutes – no coding or scripting required. Even if you have a highly talented IT team, this would be the best case scenario.

Define your measure(s) of success.

One of the biggest challenges of virtual support agent (and artificial intelligence in general) is proving financial value. The easiest and most straightforward way to approach this is to determine as early as possible which metrics matter the most. What type of ROI do those in the C-suite and/or other stakeholders expect out of this initiative? Bear in mind, also, that some measures of success aren’t as easy to quantify, but are just as – if not more – important, such as end-user engagement levels.

Start fast – don’t wait for perfection.

Many people make the mistake of trying to make things perfect before rolling out their project. Instead, the focus should be on building fast and executing fast, even if that involves some degree of failure in the process. Take, for instance, NASA, which approaches each VSA initiative as a small startup with the goal of launching as quickly as possible. If you cannot iterate that fast, optimize the process as much as possible. For example, while Verizon was developing their Mix and Match bot, the consumer plan was being developed simultaneously. This made the actual rollout more seamless and successful.

Adjust and learn continuously.

A virtual support agent strategy isn’t something you set and forget. There is also the need for continuous adaptations and ongoing training to consider. Artificial intelligence is a fluid technology, which means your bots should continue to learn and improve over time. There will almost always be something to add, whether it’s a new term or a tweak in “personality” to better serve end-users. The main thing to remember is that VSA development is an ongoing process and must be treated as such if it is to be successful.

Want to give our intelligent automation a test drive and put the power of virtual support agents to work for you? Try it free for 30 days. Click here to launch your trial today.

It’s the End of the IT Service Desk as We Know it (and We Feel Fine)

Ayehu and Rulai team up to turn chatbots into workbots, enabling the self-driving IT service desk

San Jose, CA and Campbell, CA — October 29, 2019 — Ayehu, a leader in intelligent automation, and Rulai today announced a partnership to deliver a self-driving IT issue resolution offering powered by AI. The Rulai integration goes beyond the limitations of traditional chatbot communication capabilities to deliver virtual service agents (VSAs) that complete IT service desk work.

“Let’s face it, people hate calling the service desk, experiencing long waits on IVR and sometimes waiting hours just to get a password reset,” said Gabby Nizri, CEO of Ayehu. “Ayehu and Rulai are disrupting the entire way the IT service desk works in enterprises today. Using the integrated solution, we eliminate the need for employees to call and wait for IT to solve their problems. Our chatbot VSA will perform these tasks, increasing productivity and employee satisfaction.”

IT service desk operation is extremely resource-intensive, with as much as 85% of the cost being labor according to some studies. Most of this work involves menial, repetitive tasks, that could easily be automated. This has led to the rise of chatbots, which can reduce the amount of human interaction considerably.

However, chatbots are often limited to basic interactions such as pointing the user to non-actionable static information pages, or at best, creating a well-formatted request that is then sent to a human operator for execution. Most chatbots use rule-based decision trees, have poor natural language understanding and limited ability to manage an ongoing dialog or execute a task. As a result, they are easily confused, and customers can become frustrated.

To address both limitations, Ayehu and Rulai have joined forces to create a solution that actually does the work.

Combining Rulai’s Level 3 Conversational Computing Platform with Ayehu’s intelligent automation engine, companies can turn chatbots into a Virtual Service Agent (VSA) – a workbot that has the ability to not only receive and communicate requests but complete and resolve them as well.  

Rulai’s platform allows companies to build AI-based conversational chatbots that can manage non-linear dialogue, and that require no code to develop or deploy. Ayehu provides an intelligent automation engine that receives user intent from Rulai, and acts on it. No code is required to build workflows that integrate with the widest range of applications, changing the IT service desk experience for the end-users.

“Improving employee experience has become one of the top goals for CIOs,” said Marc Vanlerberghe, CEO of Rulai. “We live in an instant gratification economy. Like never before, employees demand fast, frictionless engagement with companies. The combination of our Level 3 Conversational Computing Platform and Ayehu’s intelligent automation platform creates a delightful and frictionless IT experience, available 24/7, 365 days a year, vastly improving the employee experience.”

By running the service desk autonomously customers can achieve as much as a 35% cost reduction, while reducing MTTR by 98% which makes the end user satisfaction higher than ever.

Ayehu’s Rulai integration is available immediately. Please contact sdr@ayehu.com.

For more information, register for the upcoming automation webinar on November 13th: 

Rulai and Ayehu Present: How to Create a Self-Driving IT Service Desk. Register here:

https://info.ayehu.com/how-ai-can-reduce-service-desk-ticket-costs-from-20-to-4

About Ayehu

Ayehu’s AI-powered automation and orchestration platform is a force multiplier for IT and security operations, helping enterprises save time on manual and repetitive tasks, accelerate mean time to resolution, and maintain greater control over IT infrastructure. Trusted by hundreds of major enterprises and leading technology solution and service partners, Ayehu supports thousands of automated processes across the globe. For more information, please visit www.ayehu.com and the company blog.  Follow Ayehu on Twitter and LinkedIn.

About Rulai

Rulai is a new Enterprise Conversational Computing Platform provider. Rooted in academia, the founding team has a combined 200 years of experience in AI research, published over 400 research papers and filed over 80 patents in advanced AI-based dialog management. It is the only SaaS platform in the market capable of supporting business teams in building Level 3 Virtual Assistants .

Enterprises in banking, insurance, retail, telco, and life sciences increasingly rely on human-centered automation to augment the work of customer service agents, as well as increase customer self service capabilities across sales and support. Rulai’s easy-to-use platform allows business users to create and evolve virtual assistants with support from IT. Rulai has been recognized by Gartner, Forrester, and Bloomberg, and was named to the Forbes 2019 AI 50 list.

Helping the IT Help Desk – What you Need to Know about Virtual Support Agents

What you Need to Know about Virtual Support Agents

This post was originally published as a guest article on InsideBIGDATA.

IT help desks everywhere are handling a growing number of requests from multiple channels every day. And the more time the service desk spends putting out fires by phone, through email, or in person, the less time they have to focus on resolving the bigger issues and applying their cognitive skills to more meaningful projects.

Are chatbots or virtual support agents the answer? The success of virtual support depends on several key factors. Here’s how to identify those factors and evaluate whether or not VSAs are right for your organization.

Chatbot vs. VSA

The first important piece of the puzzle is understanding the difference between chatbot and virtual support agent technology. While the concept is similar, there is a distinct and critical difference, particularly as it relates to use in the help desk arena. This difference can be summed up in one word: context.

If you’ve ever visited a website and used the “live chat” feature to ask a question, chances are the party you interacted with was a chatbot. And chances are even greater that the responses you received were basic and scripted based on a set of common inquiries. Simply put, chatbots are one-dimensional. They cannot engage beyond the basic communication that they’ve been programmed for.

Virtual support agents, on the other hand, when set up properly, have far greater functionality and flexibility than chatbots. Thanks to underlying technologies like artificial intelligence, machine learning and natural language processing, VSAs are capable of understanding the meaning and intent behind human communication, even if it’s vague or ambiguous.

In other words, VSAs can understand context. As such, they are able to hold realistic conversations, generate authentic dialogue and provide intelligent responses based not only on the data they’ve received (like chatbots), but also on the context of that data.

VSAs and the Help Desk

As mentioned, help desk agents field a mind-boggling volume of incoming requests, the majority of which are routine and repetitive in nature, but important nonetheless. For instance, password resets are a necessary evil in the IT support realm as they are required in order to keep others in the organization productive.

Yet, the process of manually resetting user passwords is not only a tremendous waste of human resources, but it’s also a massive waste of money. In fact, Forrester Research estimates that the average cost of a single password reset is $70. Multiply that cost by the number of times your support team executes this task and it really adds up.

That’s where virtual support technology comes in. VSAs enable the help desk to automate almost all routine, repetitive and manual tasks. Beyond this, however, is where the true value of virtual support becomes evident. In addition to automating the basics, the technology behind VSAs enables them to work alongside human agents, providing the same level of support and assistance.

How it works is remarkably simple. The virtual agent pulls data from various knowledge management resources to respond intelligently to incoming requests. Virtual agents are also capable of taking action on behalf of the end-user without the need for human intervention. This means fewer escalations and a more manageable workload so human support agents can focus their skills on more meaningful business initiatives.

The Key to Success

Of course, as with any technology, virtual support agents do require work in order to set them up properly. For instance, AI and NLP technologies are essential components to VSA functionality. The most fundamental key to success, however, is the establishment and maintenance of a comprehensive, dynamic knowledge-base. After all, this is the resource from which the VSA will draw its responses. Without in-depth and accurate data, virtual agents will not be capable of operating to their fullest potential.

Gartner predicts that by 2023, 40% of I&O teams will be using AI-augmented automation, resulting in higher productivity with greater agility and scalability. Given the current benefits, coupled with the promise of improving technology, it’s not a stretch to see that VSAs will continue to play an increasing role in making the help desk experience better for everyone.

Click here to view the original post on InsideBIGDATA.