When discussing intelligent automation, the topic often veers toward chatbots. The terms "chatbots" and "virtual support agents" (VSAs) are often used interchangeably. But are these two technologies ...

President & CEO of Peak Process Group, an industry-leading Operational Consulting firm specializing in functional design & development. Despite a rapid rise in automated customer support ...

When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

SANTA CLARA, Calif.--(BUSINESS WIRE)--Espressive, the pioneer in artificial intelligence (AI) for enterprise service management (ESM), today announced an integration with Slack, enabling enterprises ...

In this special guest feature, Gabby Nizri, Co-Founder and CEO of Ayehu, lays out the difference between a chatbot and a virtual service agent and identifies the challenges and opportunities that ...

You may have heard about the benefits of consolidating help desk instances, from increasing your support team’s efficiency to enhancing the global customer experience. But are these advantages worth ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

ManageEngine ServiceDesk Plus vs. Freshservice: Help Desk Leaders Face Off Keeping employees happy and engaged during a pandemic is difficult, but an effective help desk can be a key part of the ...

The new offering provides an upgraded configuration management database (CMDB) model and increased security measures for enterprises SolarWinds Service Desk Enterprise meets the challenges of modern ...