Chatbots & Virtual Agents

CHATBOTS & VIRTUAL AGENTS

Users wait in queues to ask questions the knowledge base already answers. The service desk drowns in password resets and status checks while real issues wait behind them.

Actors

  • Service Desk Lead
  • Automation Lead
  • Head of IT Operations

Systems / Vendors

  • ServiceNow Virtual Agent
  • Microsoft Teams
  • Amelia

Business Question

"Sixty percent of our tickets are questions with known answers — why is a human typing those answers out at 2pm on a Tuesday?"

What SPoG Does

  • Provides 24/7 conversational AI support for service queries and incident reporting.
  • Resolves routine requests — resets, status checks, how-tos — without human involvement.
  • Escalates complex issues to engineers with full conversation context attached.

Outcome Metrics

−50%

Tickets reaching human agents

24/7

Support availability

4–6 wks

To first virtual agent live

Contact us to learn more →