Between the constant flow of service requests from employees, repeat questions, and manual triage, IT and Ops teams are under pressure to do more with the same (or fewer) resources. And while automation sounds great in theory, most teams just want something that works—without creating another tool to manage or another process to babysit.
That’s where virtual agents come in. But launching a virtual agent isn't just about installing a chatbot. If you want it to make a real difference, you need a strategy—a smart, human-first approach that streamlines internal operations without disrupting how your team works.
Let’s walk through six proven strategies to implement virtual agents inside your ITSM ecosystem.
Start Where the Questions Are: Integrate with Collaboration Tools
Nobody wants to log into another platform just to ask why their email signature disappeared. A virtual agent should meet people where they already work digitally—in Slack, Teams, or your company's digital water cooler.
With Siit's Slack bot and Microsoft Teams bot, getting help becomes as easy as sending a message. Employees can simply message the bot directly or tag it in a channel.
The Slack Bot provides a customized support experience, gathering requests and answering them directly where your organization already works. Similarly, the Teams Bot delivers the same seamless support within Microsoft Teams.
Siit's multi-channel messaging capabilities allow you to manage and respond to all internal ticketing channels—like emails, Slack, Teams, or forms—all in one place, creating a unified support experience across platforms.
Connect Your Knowledge Base for Instant Answers
Virtual agents shine when they help people help themselves. Siit, for instance, integrates with knowledge management tools like Notion, Confluence, and other knowledge bases.
Notion integration brings your all-in-one workspace that combines notes, docs, project management, and wikis directly to your support experience. The Confluence integration empowers your employees to effortlessly access your internal knowledge base directly from Slack or Microsoft Teams.
Siit's Natural Language Processing understands what employees are asking for, even when phrased creatively, while the AI Article Suggestion feature automatically recommends relevant articles from your knowledge base, eliminating the need for manual searches.
Build Structured Request Flows That Capture Context
We've all seen vague messages like "The printer thing isn't working." Instead of playing twenty questions every time, use forms to collect the right context upfront and AI to route requests appropriately.
Siit makes this painless with Dynamic Forms and Distribution Rules.
Dynamic Forms build customizable forms with predefined values based on specific conditions, auto-filling or showing only relevant fields based on user input. When someone submits a request, the virtual agent asks targeted follow-up questions, collecting all necessary details in one go. Then, using Distribution Rules, it automatically routes the request to the right person or team based on skills or request sources.
For IT teams that want control without coding, Siit's AI Workflow lets you create sophisticated custom request flows using a drag-and-drop interface. The AI Triage feature automatically routes and distributes requests to the right persons.
Siit's Request Management Features ensure nothing falls through the cracks with Request Status tracking, Priority setting, and Team Queues for efficient organization and prioritization of tasks.
Automate End-to-End Workflows
If your virtual agent still needs someone to manually check approvals, you're not really saving time—you're just moving work around. True automation handles the boring stuff end-to-end.
Siit's AI-powered workflows, Rapid Approvals, and Power Actions allow virtual agents to trigger real actions in your backend systems.
AI Powered Workflows enable you to scale processes with easy-to-use, no-code, custom automations that eliminate manual actions. Rapid Approvals let you configure approval workflows tailored to your organization's needs, assigning to authority groups for collaborative approval. With Power Actions, you can take immediate actions directly from Siit for all your integrated apps—managing your MDM, IAM, and ATS integrations to minimize friction and speed resolution time.
The Platform API Connector extends automation beyond IT systems into a comprehensive ecosystem of integrations:
HR and People Management:
- BambooHR: Unify your ITSM and HR help desk
- Workday: Manage financial processes and drive business strategy
- Hibob: People management platform for bringing out the best in employees
- Deel: Global payroll and compliant hiring for remote teams
- Factorial: All-in-one software for time, talent, and document management
IT Management and Security:
- Okta: Smart identity and user management
- Kandji: Synchronize Apple devices with Siit
- Jamf: Visibility and control over devices
- Microsoft Intune: Sync mobile and computer devices
- Jumpcloud: Efficiently manage access, identities, and devices
- Google Workspace: Secure web applications suite
Project and Work Management:
- Asana: Orchestrate work from daily tasks to strategic initiatives
- Linear: Automate ticket creation and matching
- ClickUp: Seamless record management
Monitor, Learn, and Evolve
Virtual agents should get smarter over time. The best implementations evolve based on what's actually happening in your organization.
Siit's Analytics & Reporting tools aggregate, segment, and visualize data across your entire internal workforce. These dashboards show you request volume, response times, SLA trends, and satisfaction scores in easy-to-digest formats. This data tells you exactly which types of requests your virtual agent handles well and where human intervention is still needed.
The Siit Score uses data to assess risk and gain insights into bottlenecks, helping you proactively fix problems before they escalate. For continuous improvement, the Satisfaction Survey feature collects instant feedback on employee perceptions of resolution quality
Design Seamless Human Handoffs
Even the best virtual agents can't solve everything. The key is knowing when to gracefully hand things off to a human, with all context attached.
Siit transitions chatbot interactions into structured requests with full context. This means when a virtual agent can't resolve an issue, it captures all relevant details, routes the request to the appropriate specialist, and provides the conversation history so nobody has to repeat themselves.
For time-sensitive matters, Siit's AI Assistant (powered by GPT) automates level 1 requests by suggesting articles and escalates only when needed. This AI can be personalized to fit your business needs. The 360° Employee Profile gives agents access to history, insights, and all relevant details about the employee they're assisting, facilitating impactful resolutions.
For equipment-related issues, the Equipment Object feature unifies all your organization's equipment details in one view, keeping track of essential equipment information in a single dashboard. Similarly, the Application Object maintains your organization's application details in one view, allowing you to track all applications, push actions, and manage access from one dashboard.
A Virtual Agent Is Only as Good as the Strategy Behind It
The companies seeing the most success with virtual agents aren't necessarily those with the biggest budgets. They're the ones with clear objectives, thoughtful implementation strategies, and a commitment to continuous improvement.
By integrating with platforms employees already use, leveraging existing knowledge, building structured workflows, automating processes, and optimizing based on real data, you can transform your IT service management from a constant firefight into a strategic advantage.
Siit's Self-Service Portal provides a centralized hub for accessing employee information, company resources, communication tools, and support services, all designed to enhance productivity and engagement. With Custom Branding & Design, you can make the employee portal yours—fully customizable, you can easily change the domain, apply your branding, colors, fonts, and adapt the background to match your corporate identity.
Siit gives you everything you need to launch an intelligent virtual agent that works out of the box—without needing a dedicated implementation team or a months-long rollout. Try Siit free for 14 days and see how AI-powered support can transform your internal operations, one request at a time.
