IT operations specialist, Fusion Business Solutions, has announced the launch of an integrated new solution for BMC Remedy service desks which has the potential to lower call volumes and significantly improve service desk efficiency. The my-eService solution incorporates both self-service and chat functions and will be delivered by Fusion in partnership with BMC product partner, my-eService.

The face of the solution is ‘Jen’, an animated 3D virtual agent that utilises artificial intelligence and integrates with existing knowledge repositories to provide an online, self-service model for resolving common user issues. Unlike other self-support mechanisms, the highly-sophisticated real-time automatic responses often remove the need for an operator altogether, giving service desk and call centre workers time to deal with more complex queries.

“Thanks to this new partnership with my-eservice.com, we can now offer new and existing BMC Remedy users with powerful helpdesk capability,” says Fusion Business Solutions CEO, Mark Lyttle. “The technology will not only reduce costs for Remedy users by streamlining operations but also provide a more convenient user experience for those familiar with the speed and level of interaction that social media and other forms of online chat offer.”

The Remedy interface also gives users the chance to ask questions and get faults resolved through a live chat session. The ‘chat’ function can be accessed through a website URL or integrated into existing platforms such as MSN and Google.

The intelligent software ascertains key facts in the initial troubleshooting process without the need for an operative (i.e. is the machine switched on, what is the number behind it). This information is then embedded into the call ticket and, when required, the call is transferred to the appropriate representative.

My-eService can also enable a typical service desk agent to handle up to three or four chat sessions simultaneously, significantly increasing productivity.

“In today’s challenging economic market, IT departments must do much more but with fewer people and resources,” adds Lyttle. “Given these constraints, the value of an effective solution that incorporates self-service and chat has become more compelling than ever.”