Call deflection helps offload call volume of about 20-30% to the helpdesk.
But do these automations really help deflect calls away from the helpdesk?
Simple ticket automation models do not reduce the requests to the helpdesk or deliver faster assistance. Even simple L1 issues take time to be resolved because of the enormous ticket queue, leading to frustrated employees and a low productivity environment.
If you are looking to reduce a chunk of tasks for the IT Helpdesk team, your support needs to be equipped with a call deflection solution.
How is Workativ Assistant a call deflection solution?
With Workativ Assistant’s automated resolution system, you have a smart call deflection model. You enable your employees to autonomously resolve L1 issues by conversing with a virtual assistant that gets the job done instead of waiting for the helpdesk agent to resolve and close the issue.
With Workativ Assistant, you enable continuity and productivity, day-to-day, at your workplace, by taking care of issues quicker. Workativ Assistant provides a conversational virtual assistant that allows employees to resolve their issues instantly, anytime, thereby creating a better user experience through self-service.