ITSM virtual agents explained

Key takeaways

• More than just chatbots: ITSM virtual agents are advanced AI tools that go beyond basic chatbots, offering intelligent, human-like interactions
• Automate routine tasks: They handle common IT tasks like password resets and access requests, reducing IT workload and speeding up support
• Personalized and proactive support: Using user data, virtual agents deliver tailored help and proactively alert users to issues or outages
• 24/7 scalable support: They provide round-the-clock assistance, scale with demand, and lower support costs without needing more staff
• Smarter than legacy chatbots: Unlike simple bots, they understand context, learn over time, and escalate complex issues to human agents smoothly

Understanding the terminology around AI in ITSM

The terminology used with new artificial intelligence (AI)-based capabilities can be confusing. For example, in IT service management (ITSM), an AI chatbot can also be called an ITSM virtual agent, a Copilot, or even a virtual assistant. The IT industry will hopefully get these terminology issues ironed out over time. However, an easy way to differentiate between some of these terms is that “chatbot” is usually employed in an end-user context, “Copilots” are often referred to as being “Copilots for end-users” or “Copilots for IT,” and:

• “ITSM virtual agents” are for end-users, i.e. they’re AI chatbots that replace the traditional contact with a human agent.
• Virtual assistants are for IT staff, helping them to work by providing information, insights, and automated actions when needed.

Of all these terms, “ITSM virtual agent” is the one that likely offers the greatest clarity.

ITSM virtual agents explained

We describe an agent as:

“An AI-powered software program that can interact with users or other systems to perform specific tasks, answer questions, or automate processes.”

However, as explained above, the term “ITSM virtual agent” is a particular use case where AI chatbots replace the traditional contact with a human agent. The term can be considered a better name for conversational chatbots since they virtually fulfill the Level 1 IT support agent role.

How ITSM virtual agents work

The elevator pitch for ITSM virtual agents is that they provide a conversational interface to end-users to assist with their requests for help, services, or information. In addition to providing appropriate information, such as troubleshooting steps, ITSM virtual agents also automate routine tasks to enhance service delivery and provide end-users with efficient, personalized support. Importantly, using AI for the conversational interface, leveraging natural language processing (NLP) capabilities, allows ITSM virtual agents to engage end-users in human-like engagements.

Here’s a high-level breakdown of how ITSM virtual agents operate:

• Understanding end-user needs. ITSM virtual agents use NLP to understand and process end-user queries made in conversational language. They analyze the intent behind the end-user query – for example, an end-user might ask, “Why can’t I log in to my account?” which an ITSM virtual agent interprets as a potential access or credential issue.
• Analyzing context and intent. ITSM virtual agents leverage AI capabilities, allowing them to understand the context of an end-user query. For example, based on the conversation history or end-user data. They also identify the end-user-query purpose, such as creating a service request, retrieving information, or troubleshooting an issue.
• Identifying a solution. ITSM virtual agents can query databases, retrieve ticket data, and update tickets in real time. They might provide end-users with relevant information or offer an automated resolution.

Escalating complex issues. If an end-user issue is beyond the IT virtual agent’s capabilities, it will seamlessly escalate the ticket to human agents, providing all relevant context to minimize resolution time.

How ITSM virtual agents help

Examples of how ITSM virtual agents help end-users include:

• Enabling end-user self-service. ITSM virtual agents provide end-users with step-by-step solutions using information from the IT support knowledge base and other sources. This ITSM virtual agent negates the need to queue for human assistance and provides faster response and resolution times.
• Routine task automation. For example, assisting end-users with password resets, access requests, and software installation. This automation provides quicker resolutions and better end-user experiences. Plus, it also reduces the IT service desk workload.
• ITSM virtual agents know information about end-users. For example, where they are located, their role, IT asset ownership, and IT support history. This means that interactions can be personalized for a better end-user experience.
• Providing 24/7 availability. ITSM virtual agents can deliver round-the-clock IT support. So, end-users can access IT services and support anytime, even when the corporate IT service desk is closed.
• Proactive IT support. ITSM virtual agents can proactively send system outages, updates, or scheduled maintenance alerts. Through data analysis, they can also identify and resolve potential IT failures before they impact end-users.

There are also benefits for the IT organization, for example:

• ITSM workflow streamlining. For example, automatic ticket creation, real-time service record updates, and automated alert and notification triggering.
• Data-driven insights. ITSM virtual agents collect and analyze their interaction data to provide IT staff with helpful insights such as common end-user issues, service performance trends, and process improvement areas.
• ITSM virtual agents allow IT service desks to handle increased IT support demand without the need for additional staff. They can simultaneously handle large volumes of requests, making them ideal for seasonal or business change spikes in support needs.
• Cost reduction. The automation of routine tasks and improved self-service capabilities mean that ITSM virtual agents can lower IT support operational costs without adversely affecting service quality.

How ITSM virtual agents differ from traditional chatbots

Another reason to adopt the term “virtual agent” over chatbot is the difference between the simple chatbots initially offered with ITSM tools and what’s now possible with AI-powered virtual agents. Some of the key differences are shared in the table below.

Simple chatbots	AI-powered virtual agents
Use rule-based systems with predefined scripts and workflows that rely on keyword analysis	Employ advanced AI capabilities, including NLP and machine learning, to understand context and meaning
Are limited to responding to specific, pre-programmed end-user queries	Handle complex end-user interactions, understanding context and learning over time
Rely on exact keyword or phrase use; they fail with new variations	Understand natural language and context, allowing end-user conversational interactions and varied input
Can only address a fixed set of predefined tasks	Dynamically adapt to new queries and learn from interactions to improve performance over time
Are limited to static answers or knowledge base searches	Provide intelligent and personalized responses by querying and analyzing knowledge bases, execute tasks (e.g. password resets), and escalate complex issues to human agents when needed
Provide a rigid and often frustrating end-user experience, especially if the query doesn’t match predefined options	Offer seamless, conversational, and personalized interactions resembling human support capabilities
Have limited scalability as more tasks require more programming	Highly scalable due to AI-driven adaptability and automation
Prone to inaccuracies if queries are unclear or unexpected	High accuracy due to contextual understanding and continuous learning

Conclusion

Clear terminology is essential as AI transforms ITSM. While terms like “chatbot” and “virtual assistant” are used loosely, “ITSM virtual agent” best describes AI tools that provide smart, scalable, end-user support. These agents go beyond basic chatbots, offering personalized, efficient service through advanced AI and automation.