New South Wales government departments have been given access to a cognitive virtual agent through its technology procurement platform GovDC Marketplace.
IPsoft - News, Features, and Slideshows
Systems support company IPsoft is testing new virtual help software that it says will help answer customer technical questions much more quickly and thoroughly than today's current crop of online assistants.
Competing forces are affecting people who work on help or service desks. One is improving automation tools, which advocates say can replace level 1 and 2 support staff. At the same time, the number of help desk tickets is rising each year, which puts more demand on the service desk.