Software agents maturity model
Conclusion: To improve call centre resources scheduling, some organisations have implemented software agents to either improve users’ experience and/or reach the right expert at the right time. However, self-service success depends on the quality of information available to the software agent and its analytical ability to provide reliable recommendations. Any deficiency in these resources will leave the software agent with no alternative but to call the live agents, thereby making the investment in agent technology questionable. Organisations should assess the software agent maturity and determine which level should be reached to fulfil the business imperatives. This note provides a self-assessing approach to address software agent shortcomings.
About The Advisor
Dr. Wissam Raffoul is an IBRS advisor who specialises in transforming IT groups into service organisations, with particular expertise in IT Service Management (ITSM), process optimisation, outsourcing and Cloud strategies, enterprise systems management solutions and business-centric IT strategies. Prior to joining IBRS in August 2013, he was General Manager strategic consulting in Dimension Data advising clients on applying technology to improve business performance. Prior to joining Dimension Data, he was a Vice President in Gartner/META Group and issued various research publications covering service delivery processes, centre-of-excellence models, managing outsourcing vendors, benchmarks, maturity models, IT procurement evolution and supply/demand models. In previous positions, he headed HP ITSM consulting Practice in Australia. He also acted as an infrastructure manager, reporting to the CIO at a number of large organisations in government and in the financial and petrochemical industries.