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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
Mehul Satyadev

Solution Architect, Conversational Experiences, TCS


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