“Virtual Chat for Remedy® (VCR) includes an animated 3D service desk agent, or virtual agent that utilizes Artificial Intelligence and integrates with existing knowledge repositories to provide quick resolve for self service users’ issues,” says Russ Tolley, VP of Business Development at my-eService. “The virtual agent uses a friendly, natural conversation engine to work with the self help user to resolve their problem. If the virtual agent can’t resolve the issue, the self service user is routed based on the issue type to the correct live chat agent. Open or closed chat sessions can be automatically turned into incidents or service requests, contributing to a seamless, ITIL best practices approach to IT Service Management.”
My-eService, a provider of knowledge management and self-service software, announced it is officially launching its new product Virtual Chat for Remedy at the WWRUG Conference in Las Vegas, Nevada on November 9, 2009.
“The virtual agent provides us with a single one-stop-shop where our users can access knowledge, service alerts, frequently asked questions, submit an incident, or escalate to assisted service. An added benefit is that our virtual agent, Jen, never takes a break, a vacation or sick day and works 7 days - 24 hours a day without complaining. The virtual agent has helped us to extend our hours of operation,” says Kathy Sweet, of Amica Insurance.
