Essextec builds AI Virtual Agent to Address User Demands
Essextec developed a virtual agent to enable its client to scale their technical support operations by responding to a growing number of user issues — without having to increase the size of their team. The solution is fully automated to respond to the most basic user issues and also provides a self-service option that reduces the number of complex, unique issues that humans need to resolve. While there will always be a need for human technical support agents to respond to issues that are particularly thorny or to be available to users who simply desire empathy on the other end of the phone, virtual agent solutions can be a great option for organizations looking to manage their costs as they grow.
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