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 ...

From chat to email, SparrowDesk’s AI agents now deliver context-aware, branded responses and seamless handoffs to human ...

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 ...

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 ...

Whether running a startup or a more established outfit, small business owners have a lot to think about. When help is on hand in the form of automation tools, small businesses have a chance to improve ...

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 ...

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 ...

Earlier this month, UniPress Software Inc. rolled out FootPrints 6.0, a new version of its Web-based help desk software. The company believes that some of the features of its software package might ...