The need for a real-time, self-service virtual support solution
The rapid shift to virtual work due to the COVID-19 pandemic has introduced a number of challenges in doing business digitally. Organizations are looking to leverage modern technologies such as artificial intelligence, human-like virtual avatars with cognitive conversational capabilities, augmented reality, cloud and digital kiosk or locker-based automated solutions to promote self-service and make the virtual workforce self-reliant. Employees that are adapting to new IT infrastructures need to upskill on the go to arrive at a level of digital dexterity, adapt to new trends that define virtual collaborations and learn asynchronous digital communication to interact with their global teams.
A virtual office experiences a range of issues, such as:
- Unresolved customer issues due to increasing number of tickets
- Inadequate digital skills to resolve common hardware and software issues
- Long wait times due to a long queue of unresolved tickets
- Lack of synchronicity in providing round-the-clock support to globally-dispersed teams due to different time zones
- Lack of issue prioritization which can, at times, leave the most pressing issues unattended and queued