A virtual service desk is the digital transformation of the typical service desk of a company or organization. Yet, this automation does not include conversational artificial intelligence elements like chatbots and is operated by humans.
It acts as a central communication point for the customers and employees, giving them a place where they can access official communication wherever they want. It receives the requests and complaints of customers online and deploys an IT technician from their support workforce to access the end user’s system and provide the relevant support.