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Efecte Virtual Coach
AI to Empower your Service Desk
Utilizing data with AI in Service Desk
Inform and empower - augment your service team with AI
Boost your service team’s efficiency. Efecte’s Virtual Coach is an AI-powered assistance feature that enables your support agents to:
- Help your customers faster
- Spend less time on routine issues
- Tackle complex issues with comprehensive information
Thirty minutes is all you need to begin harnessing your existing data more effectively.
View the live demo and discover the capabilities of your AI-augmented team.
AI-power your Efecte data
Automatically classify tickets, and find and reuse relevant data
How long does it take for your agents to fill out all necessary details in your service management processes? What if that effort could be reduced to seconds?
With Virtual Coach, you can:
- Classify tickets easily with statistically proven suggestions
- Find relevant content to help in problem solving,
such as previous similar cases
- Input data quickly by reusing it from existing issues
Use these features to spend less time on repeat and duplicate issues and focus on more challenging problems.
Gain effortless access to data from knowledge bases and past cases
Virtual Coach relies on having data, but there will be times when the correct data is missing – the resolutions haven’t been properly documented, for example.
Even then, Virtual Coach supports your team in solving the issue, as agents can quickly look up other relevant information from past cases, such as the person who solved the issue last time, or related resources, such as a knowledge base article.
Strengthen human interaction between support agents and customers
No more frustrating discussions with chatbots: the support agent is always in charge of the final communication. Virtual Coach provides information beyond the problem at hand for more engaging and insightful conversations with the end user.
Virtual Coach is also a fantastic support tool for inexperienced agents. It allows them to get the most out of the shared expertise within your organization. Your newer agents can confidently serve customers while drawing support from the collective capability in real-time.
Virtual Coach augments your team – it does not replace them
Support agents are expected to correctly categorize, handle, and redirect issues in fast-paced environments. Virtual Coach helps agents supplement their existing knowledge base with accurate insights from data. It can even find things the agents did not know they were looking for! Your agents always stay in control while using Virtual Coach – the AI only supplies information that can be acted upon.
Where there is data, Virtual Coach can keep supporting your teams. The capabilities of Virtual Coach are not limited to IT service management but allow you to enhance your processes wherever you want to start utilizing your data – from incident management to contract management.
Useful resources - tap into the power of AI
Download Virtual Coach factsheet
Access community admin tips
How do I get started with Efecte’s Virtual Coach?
Efecte’s Virtual Coach is a modular, plug-in solution for Efecte’s Service Management systems.
Its AI is fuelled by the very same data you are already creating and analyzing.
As an existing user of Efecte’s services, you get started in no time. You need only train Virtual Coach’s AI in your team’s ways of working. Where are you losing the most time when handling support cases? Where is the relevant information stored? This information helps configure Virtual Coach.
Training the AI takes half an hour at most and doesn’t require any downtime for the environment. Your data never leaves your environment and is processed in the same secure infrastructure as the rest of Efecte’s service.