7 KPIs of world-class ITSM: The impact of Self-Service and Virtual Agents

Generative-AI-powered self-service enables near-instant conversational support for employees in channels they frequent such as Microsoft Teams and Slack. Unlike traditional form-based and ticket-based systems, virtual agents can learn from interactions, adapt to new inquiries, and generate human-like responses. AI-powered virtual agents utilize advanced AI models to provide assistance to employees/end users in the language of their choice, leading to an accessible and inclusive service experience for employees. By integrating generative AI into self-service tools, organizations can offer 24/7 support, effectively resolve queries, and free up agents to focus on high-value, complex tasks—fostering a high-performing, empowered workforce.