Doug Tedder, ITSM expert discusses how a virtual agent has the ability to transform your help desk with Dan Turchin, Co-founder and Chief Product Officer of Astound. He discusses how service management must now be truly end-to-end and how AI is needed to address the needs of our customers and improve business benefits.
The role of the IT leader is changing with service delivery expectations but how can AI drive accuracy and speed for the customers that IT is being asked to support in organizations? Doug and Dan talk about how a virtual agent has the ability to free up highly technical resources so that they can do more innovative work as opposed to repeat mundane tasks. This helps to reduce downtime for employees while also improving the overall service experience.
Challenges for CIO's and IT Leaders Addressed in this Podcast:
1) How to reduce your call volume and reduce your mean time to resolution (MTTR)?
2) When is it appropriate to use a virtual agent?
3) How can IT leaders be faster and more accurate in their service delivery work?
4) How can a virtual agent help a CIO with digital transformation strategies?
To learn more about Astound, visit: https://astound.ai/
To learn more about Doug Tedder visit Tedder Consulting.