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Implementing AI-powered virtual agent bots equipped with natural language understanding (NLU) helps provide relevant information to employees/end-users resulting in faster resolution of common queries/issues. When end-users rec...

Employees today expect a consumer-grade experience from their IT teams and want to be engaged in their channels of choice. In this world of ‘anywhere operations’, employees will continue to use disparate channels such as email,...

Employees today expect a consumer-grade experience from their IT teams and want to be engaged in their channels of choice. In this world of ‘anywhere operations’, employees will continue to use disparate channels such as email,...

Deploying bots within collaborative messaging applications can enhance productivity to a large extent. These bots allow agents and end-users to carry out specific ticket-related tasks. It provides instant ticket updates, speeds...

Deploying bots within collaborative messaging applications can enhance productivity to a large extent. These bots allow agents and end-users to carry out specific ticket-related tasks. It provides instant ticket updates, speeds...

Organizations usually have a lot of operational tasks that need to be done on a day-to-day basis. Eliminating these mundane and routine tasks with workflow automation puts more time back in an agent's day, provides relief from ...

Organizations usually have a lot of operational tasks that need to be done on a day-to-day basis. Eliminating these mundane and routine tasks with workflow automation puts more time back in an agent's day, provides relief from ...

The Freshservice Benchmark Report (FBR) 2023 considers seven (7) Key Performance Indicators (KPIs) that are widely used in the industry to measure the efficiency and effectiveness of an organization’s service delivery. With end...

Quelles sont les attentes des salariés et comment pouvez-vous y répondre ? Suite à l'une des plus vastes enquêtes internationales de ce type (réalisée entre le 28 octobre et le 18 novembre 2022), le centre de recherches ADP Re...