Freshservice Service Management Benchmark Report - Virtual agent

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 receive quick resolutions without the involvement of an agent, it not only empowers end-users, it also alleviates the pressure off of agents so that they can focus on critical business tasks, thereby enhancing overall agent productivity.