James: AI-powered IT Help Desk agent

Streamlining IT Help Desk Interactions

James is a Virtual Employee specifically designed and trained for the IT Help Desk who delivers personalized, first-level support by understanding, triaging and acting to resolve both simple and complex user issues at a fraction of the cost to the organization.

See James in action

Have just a minute? See how easy it is for your employees to order computers just by having a conversation with James.

Want to see more of James at work? Contact us to schedule a live demo.

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A DIGITAL AGENT BUILT FOR THE IT HELP DESK ROLE

James is comes ready to start, pre-trained with skills needed for the first-level IT Help Desk role. He handles processes end-to-end, beginning with talking to users through natural language processing, thinking about solutions via machine learning, and then acting on followup steps by connecting to robotic process automation.

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Efficiently Support Routine Needs

  • Authenticate employees
  • Reset passwords
  • Intelligently escalate and route issues
  • Recommend solutions
  • Refer to self-help resources as needed
  • Identify patterns
  • Reassign issues to L2 and L3 groups

Improve user satisfaction

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Monitor and Resolve Incidents

  • Create new incident reports and trouble tickets
  • Resolve common incidents through actions in other system or through learned knowledge base
  • Track progress of resolution
  • Proactively update users

Make routine tasks easier

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Process Procurement Requests

  • Gather all needed request information from users
  • Match against ordering guidelines and suggest alternatives
  • Place orders
  • Gather approvals
  • Update users proactively on status

Ensure compliance with purchasing policies