AGI.do

Services

What will AGI do for Help desk process as a service?

Cloud or web-based service wherein the organization purchases business outcomes in Help Desk by accessing these services via Web-centric interfaces on multi-tenant and shared infrastructures without the need to manage or control the underlying resources.

The work itself

Grounded Work Profile

Tools

  • IT Service Management PlatformserviceBlueprint
  • Ticket Routing EngineserviceBlueprint
  • Knowledge Base SystemserviceBlueprint
  • Remote Support ToolserviceBlueprint
  • Service Analytics DashboardserviceBlueprint

Outputs

  • Support Ticket RecordsserviceBlueprint
  • Service Level ReportsserviceBlueprint
  • Knowledge Base ArticlesserviceBlueprint

Measured by

  • First Response TimeserviceBlueprint
  • Resolution TimeserviceBlueprint
  • Customer Satisfaction ScoreserviceBlueprint

Key steps

  • Receive Support TicketserviceBlueprint
  • Triage And Categorize IssueserviceBlueprint
  • Diagnose Against Knowledge BaseserviceBlueprint
  • Resolve Or Escalate TicketserviceBlueprint
  • Confirm Resolution With UserserviceBlueprint
  • Report Service PerformanceserviceBlueprint

How AGI delivers it

Four ways AGI delivers for Help desk process as a service

  • Services-as-Software

    Get the professional outcome delivered as software, priced on results, not headcount.

    Services.do

  • Autonomous Agents as digital employees

    Hire a digital employee that does the job under earned, supervised autonomy.

    Agents.do

Value flow

How Help desk process as a service connects

absorbs

  • IT Support Operationsmodel
  • Incident Managementmodel
  • User Account Provisioningmodel

measured by

  • Customer Satisfaction Scoremodel
  • First-Response Timemodel
  • Service Level Agreement Compliancemodel
  • Time To Resolutionmodel

optimizes

  • Average Handle Timemodel
  • Customer Satisfaction Scoremodel
  • First Contact Resolution Ratemodel

produces

  • Knowledge Base Articlesmodel
  • Resolution Knowledge Articlemodel
  • Service Level Reportmodel
  • Service Level Reportsmodel
  • Support Ticket Recordsmodel
  • Ticket Logmodel

realizes

  • Confirm Resolution With Usermodel
  • Confirm resolution with usermodel
  • Diagnose Against Knowledge Basemodel
  • Escalate unresolved ticketsmodel
  • Receive Support Ticketmodel
  • Receive support ticketmodel
  • Report Service Performancemodel
  • Resolve Or Escalate Ticketmodel
  • Resolve at first contactmodel
  • Triage And Categorize Issuemodel
  • Triage and categorize issuemodel
  • Update knowledge base articlemodel

Go deeper

Explore Help desk process as a service

Read the deeper take on agi.asView as markdown