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Introduction

Virtual agents have previously been a technology that service desks have explored in a bid to automate operations, but historically such technology has failed to strike a positive note and deliver long-term value. New technological advancements, however, are repositioning virtual agents as a technology that can be of increased value to service desks.

Highlights

  • Although nothing new, virtual agents are far more capable technologies now due to advancements in natural language processing and autonomics.

Features and Benefits

  • Analyzes advancements in artificial intelligence.
  • Discusses how virtual agents can help improve service desk operations.

Key questions answered

  • What is a virtual agent?
  • How are virtual agents advancing?

Table of contents

Ovum view

  • Summary
  • Virtual agent technologies are advancing
  • Improving user experience should be the main driver
  • The value of a human-centric approach to support must not be forgotten

Appendix

  • Further reading
  • Author

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