Service Desk Automation BOT An EmpFinesseTM Fundamentals Solution

Business Context Business Scenario Solution End User Perspective Has to spend considerable time with L1 service deck executive to communicate the problem Description put in the Tickets often does not depict the real issue as that depends on executive’s understanding Even for recurring problems, same procedure is followed and prior experience is not utilized properly Service Desk Perspective A sizable line up of L1 service desk resources incurs considerable amount of expenditure for the enterprise Human L1 service desk is completely dependent on individual skill and knowledge, hence end user satisfaction varies a lot and is subject to executive’s potential Reference to old incidents often helps to come up with a quick solution which does not happen effectively or even if happens takes long time in case of human driven L1 service desk Solution As L1 service desk collects mostly routine information without much analysis of the problem, even machine with limited intelligence can execute the same tasks without human intervention AI and Automation perspectives through BOT based approach can be a good fit for this Ticketing BOT or TickBOT will work through Chat [textual or speech] base mode over various channels like web portal, corporate messaging tools like skype, SMS based conversation, Facebook messenger etc. TickBOT will communicate in simple colloquial language but using natural language processing will process those in a structure fashion in conversation with the user TickBOT will dig through past incident data and its documented resolutions to ensure that already available resolutions are utilized to offer solutions to users upfront at L1 level itself rather than moving to L2 SMEs In case, the problem is not resolved by BOT in L1 level, it TickBOT will raise a L2 ticket proactively on behalf of user TickBOT is a multi-lingual solution supporting all MS supported Languages Single Sign On based Authentication is supported

Technology Perspective Architecture Technology Used Language Understanding Intelligent Service [LUIS] under Microsoft Cognitive Services MS BOT Framework MS Translator MS Speech Service Dot Net 4.5 Windows Azure Azure Active Directory Skype [Web or App] Facebook Messenger Twillio

Value Delivered Considerable savings in Human Resource expenditure by saving L1 service desk bandwidth, in turn helping to improve the performance (response time etc.) by service desk Improved reuse of outcome from prior incident to minimize the L1 service desk response time reduce L2 ticket count drastically by resolving the problem at L1 level itself Standardization of L1 service desk response Human like experience in chat based conversation which is improved everyday with more experience delivering improved experience to employees Multilingual support reducing the need of L1 resources with specific language proficiency Availability over multiple channels offering flexibility to employees to use any time anywhere

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