Leveraging the Power of Conversational AI for ITSM
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The document discusses the integration of conversational AI in IT Service Management (ITSM), highlighting its benefits such as improved response times, enhanced user experience, and reduced support costs. Various use cases and success stories demonstrate how organizations are using conversational AI for tasks like password resets and incident management, leading to significant time savings and efficiency improvements. It also outlines key features of the Kore.ai platform which supports the deployment of conversational AI solutions.
Leveraging the Power of Conversational AI for ITSM
- 1. Leveraging the Power of Conversational AI for ITSM Chief Technology Officer, Kore.ai Prasanna Arikala Chief Marketing Officer, Kore.ai Sairam Vedam
- 2. 2Confidentialwww.kore.ai ▪ Usecases ▪ What changes with Conversational AI Agenda ▪ The Current State of ITSM ▪ Conversational AI For ITSM ▪ Q&A ▪ DIY Conversational AI with Kore.ai
- 3. 3Confidentialwww.kore.ai Current State: ITSM 51 45 36 31 27 26 0 10 20 30 40 50 60 No of customers New applications/systems Number of applications Scope of Services offered New equipment/devices Number of equipment/devices Top 6 Reasons for Increased Volume 37 26 31 31 24 24 0 5 10 15 20 25 30 35 40 Self Help Problem Management New Equipment and Devices New Applications/systems Knowledge base Change in infrastructure Top 6 reasons for Decreased volume Source: HDI “Self-service and Proactive Support are essential for improving the IT service quality”
- 4. 4Confidentialwww.kore.ai “By 2019, IT service desks using AI capabilities will free up to 30% of support capacity and by 2020, 55% of all large enterprises will have deployed at least one chatbot in production..” IT Executives who realized 25% ROI “Conversational AI will enable ITSM with self-service solution for low-tier, low value and level 1 issues without human intervention and will assist agents with contextual information on employees” 38% 36% 25% 15% 24% 25% Reduced Call Volume Lower cost of support Better user experience Increased user productivity Better perception of IT 24/7 Support Conversational AI For ITSM
- 5. 5Confidentialwww.kore.ai Conversational AI Enabled ITSM Web / Mobile Service / Incident Request Average Response Time (ART) Customer Satisfaction (CSAT) Without Conversational AI • Skill • Knowledge • Sentiment With Conversational AI If handoff required, pass on History and Context Knowledge Base Service Catalog Asset Management Configuration Management Infrastructure Management Authentication Management
- 6. 6Confidentialwww.kore.ai Improve Incident Response Enable Self Service Introduce Workflow Automation Automate multi-step workflows for disparate systems within an enterprise thereby freeing up live agents from routine tasks Allow users to do low value tasks such as Password resets, Ticket status checks Act as intermediaries to quickly access and assemble information for users based on context What Changes with Conversational AI? 24*7 Availaibility Improved Response Time Agents can Focus on high value tasks Lower ticket volume Enhance Customer Experience Increase Employee Productivity
- 7. 7Confidentialwww.kore.ai Usecases ITSM Request Password Reset Self service ticket resolution Provision/Remove Access Automate Approval Requests Raise an Incident/ Service Request Triage Issues Raise HW/SW Request Manage Outage & Alerts Answer FAQ’s/ Knowledge Request Agent Assist
- 9. 9Confidentialwww.kore.ai Kore.ai Success Stories for ITSM Customer Solution Business Benefits A Leading German Multinational Investment Bank Skype Bot for Training, News, Outlook Issues , Dev Access Request • Self-service and call avoidance improved by 30% • Employee satisfaction with the Help Desk increased 40% • Saved an estimated 225,000 hours of employee time in 1 yr • Customer is deploying another 6 use cases across the bank in 2019 A World Leader in Connected LED Lighting systems , softwares and services ITSM Bot for SAP Password Reset, Order IT Equipment, Get directory information from Outlook • Vendors able to reset password / unlock accounts for 26 SAP systems within 40 seconds which usually used to take 24 hours. • Customer support load reduced by 80 - 90% • Request to ITSM support team for FAQ’s and password reset reduced drastically • Vendors able to execute action via 2 channels (SFB and web) A Leading Multinational American Bank ITSM Bot for Password Reset and Account Unlock • Enabled self service for employees • ~19% Reduction in ticket volume A Leading Belgian multinational brewing company IT Support BOT for ServiceNow ticket creation, answer FAQ’s/Common queries • ~23% Improvement in first response time • ~17% Reduction in IT Support ticket volume
- 10. 10Confidentialwww.kore.ai DIY Conversational AI with Kore.ai
- 11. 11Confidentialwww.kore.ai Key Capabilities of Kore.ai 11Confidentialwww.kore.ai 0I0II I0II0II0II0 0II0II0II0! II0I0II0I0II 0II0II0II0I0I II0I0II0 0II0II0II0 II0I0I End-to-end Conversational AI Platform–Open and extensible Platform to 3rd party tools/features integration Comprehensive Context management at Framework Level Visual NLP Training models Scalability–Ability to scale to hundreds of millions of conversations per month Full SDLC management–Develop, Train, Test, Deploy, Manage & Measure–versioning, maker-checker etc. Omni-channel Experience–30+ channels (web, mobile, social/enterprise messaging, IVR and VAs) Bot Admin Console with enterprise management Multiple deployment models–On-premise, Multi-tenant Cloud, VPC and Hybrid Multi-engine Approach for NLP yielding highest accuracy–FM, ML, and Ontology Visual and Intuitive Dialog Builder Enterprise Grade Security and Compliance 30 0x 30 0x 30 0x 30 0x 30 0x 30 0 30 0x
- 13. 13Confidentialwww.kore.ai https://bots.kore.ai/botbuilder Sounds interesting? Get Started Now! Mail us : info@kore.com
- 14. Thank You US Office Address: 8529, Southpark Circle, Suite 100, Orlando, Florida 32819 India Office Address: 12th Floor, E-Park, Plot No.1, Hitech City Road, Kondapur, Hyderabad-500084 Mail Us: info@kore.com Follow Us: Watch the Webinar