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 ...

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 ...

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 ...

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 ...

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 ...

ServiceNow has released a new AI tool to help human workers, and is readying their replacement, the Autonomous Workforce, for ...

AUSTIN, Texas--(BUSINESS WIRE)--SolarWinds (NYSE:SWI), a leading provider of powerful and affordable IT management software, today announced the launch of SolarWinds ® Service Desk Enterprise, a new ...

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 ...

The new offering provides an upgraded configuration management database (CMDB) model and increased security measures for enterprises SolarWinds Service Desk Enterprise meets the challenges of modern ...