Employees facing account, device or HR-process problems on their work computers describe the issue to a desktop agent, which performs the handling and returns a result.
The current alternative is the manual ticketing system of an enterprise IT helpdesk or HR shared-service centre, where employees submit and wait for human assignment and handling.
Employees with IT or HR issues usually file tickets, wait in queues and go back and forth, making the handling chain long and its status opaque.