Did you know that 20% of tasks carried out by the service desk or the Human Resources section don’t generate any added value? Are you worried? Although it’s hard to assimilate, it is the reality suffered by one out of every four companies. Now, what’s the reason? Employees usually have the same problems and come en masse to solve them, thus leading to a major bottleneck due to repetitive incidents that bring us nowhere.
Artificial intelligence and machine learning are the main characteristics of the co-workers who never leave the screen. They are there, in the background of the network, collaborating and helping with different tasks without making a sound. Bots, chatbots, assistants and virtual agents represent the future of self-service.