The Zoo: The Beauty of Virtual Chat

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The Zoo takes a look at BMC Virtual Chat, a self-service solution combining an interactive, intelligent virtual agent with live chat. Product manager, Daren Goeson, talks about how the popular solution uses a virtual agent to retrieve answers to customer queries from knowledge databases and the Web. How live chats are automatically routed to the right expert and a ticket generated in BMC Remedy. And the impact a multi-window chat console has when agents can manage up to four customer engagements at once.

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When we talk about the Internet of Things, we often forget how the new technology will affect our day-to-day jobs. Farmers in Japan can now ration fodder based on how many steps the herd takes. Warehouse workers get more done driving forklifts equipped with dozens of sensors. Office workers pick their unassigned seats based on foot traffic and noise. IoT might be the first innovation in some time that is only limited by human imagination.

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ITIL or ITSM? They’re not binary. You need both to run a digital enterprise. With today’s emphasis on customer service, where any failure to please is exposed on social networks in real time, having a framework like the Information Technology Infrastructure Library (ITIL) to manage your IT is a must. You can no longer wing it in IT Service Management. You need policies and processes that optimize the end-user experience without depleting precious ITSM back-office resources. ITSM expert Jon Hall joins Alf Abuhajleh in The Zoo to discuss how ITIL and ITSM work together, the benefits ITIL brings to enterprise IT and where you should begin on your journey to running an ITIL-driven IT department.

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The 2015 Zoo Christmas Show celebrates the year of digital business with Simon King and Erin Avery. The last analog fortifications are overrun and a massive wave of ones and zeros is about to break. “Organizations are starting to realize that they are creating their own digital identity, intended or otherwise, and that has created an interesting situation.” Looking at 2016, Erin and Simon see more focus on capacity planning to keep up with digital demand, the maturation of wearable and context-aware technology and increased data literacy. Plus, “every company is going to be a software company.”

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The latest version of BMC’s modern self-service app, MyIT 3.0, comes with a richer user experience, smoother back-end integration and a roadmap filled with Internet of Things features. The major benefit of MyIT, product manager Larry Toube explains, is the conversion from reactive IT to proactive IT. In today’s digital workplace, employees shouldn’t have to contact the help desk when they need assistance. Instead, IT should provide help before the issue arises. For example, if I am booking a trip to London, a notification from IT should ask me if I need an international calling plan during my stay abroad. To further modernize the work experience, employee on-boarding bundles now comprise services from multiple sources. And with the advent of sensors, MyIT augments our realities by proactively suggesting solutions based on my location, role and environment,

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