Service Delivery: When is the Right Time to Deploy Your AI
- 5. Implementing a Successful AI Strategy-AI/ML strategies to optimize service delivery Presented by Casey Steenport NA Head of Commercial Solution Engineering AI Enthusiast, Beekeeper, Hiker
- 6. 2010 Founded $308M LTM Revenue 49% LTM Revenue Growth 4300 Employees Award Winning Top 10 Forbes Cloud ~52,500 Total Customers Freshworks at a glance *LTM Financial data and other metrics as of June 30, 2021, Employee data as of July 31st, 2021
- 7. A Modern CIO’s Pain Points Service Management for Modern Enterprises Copyright Freshworks Inc. 2020 Freshworks Inc. Confidential and Proprietary Information From being an IT expert to becoming a strategic partner to deliver business needs Do more with less: Run business without disruption while keeping an eye on the growth Manage evolving workforce: Tackle demands of the workforce that ranges from digital basics to digital natives Evolve into next-gen service management: Avoid inefficiencies caused by ITSM solutions and keep TCO & ROI under check
- 8. Why Artificial Intelligence, machine learning and automation are here to stay Practical persona driven AI/ML strategies to transform your employee experience. Key Takeaways
- 9. By 2022, 70% of employee interactions will involve emerging technologies such as machine learning applications, chatbots, virtual agents and predictive analytics...
- 10. What is Artificial Intelligence vs Machine Learning vs Bots AI ML AI, ML and Bots are not the same. The terms cannot be used interchangeably
- 11. EX Transformation Leveraging Persona Driven AI/ML EX Transformation Employees Helpdesk Agents Leaders Make it easy to do business Proactive support Create Value Take effort out of work Improve productivity Create EX champions Create actionable insights Build a predictable business Improve Employee Retention
- 12. The Freshworks Philosophy Artificial + Human Intelligence = Exceptional Employee Experience We are not looking to replace human workers with AI. We are looking to augment human workers with AI to take the mundane tasks out of their workflow, thereby creating time for them to perform higher value tasks and provide exceptional EX
- 13. Employees today expect effortless experiences... Personalized service, wherever they are, without wait times
- 14. Conversational self-service is the new norm in customer service Up to 15x spike in helpdesk volumes due to Covid-19* 60% of employees prefer self-service over other channels 56% expect IT support in company collaboration channels 67% of users expect prompt responses to typical requests Just 1% of employees feel that helpdesk consistently meet their expectations * Source: Freshworks customer data
- 15. Strategy 1: Focus on Employee-facing AI ZERO CONTACT RESOLUTION Reducing employee friction by getting them to resolve problems themselves Measured by increase in deflection rates
- 16. Bring new agents up to speed allow them to learn on the job Auto-create tickets Generate and route tickets from Slack and MS Teams automatically. Suggest responses Help agents with content and “next best” suggestions to speed up ticket resolution Measure Track the performance of your IT automation efforts with in-depth reports Use AI-powered insights to identify gaps that can be filled to improve your metrics Employee-facing AI Agent-facing AI Freddy Analytics Optimize Deflect Use AI to connect employees to answers across multiple channels such as email, slack and MS Teams Engage Follow up these answers with intent-based bot conversations that engage and delight employees Onboard & train agents Triage tickets Automatically triage incoming tickets and ensure that each ticket reaches the right helpdesk agent Execute processes Drastically reduce the time spent on executing repetitive backend processes to free up agents’ time AI/ML works across the lifecycle of an employee query
- 17. Helpdesk Agents need help in delivering superior EX Less busy work, more productive work
- 18. AI productivity tools for employees is not an option anymore Productivity losses due to remote support operations 51% of employees without AI indicate they spend most of their time on mundane tasks 52% of employee feel their company isn’t doing enough to prevent burnout
- 19. Strategy 2: Focus on Employee-facing AI HYPER AUTOMATION Automate repetitive tasks to enhance helpdesk productivity and happiness Measured by decrease in average handle time
- 20. Bring new agents up to speed allow them to learn on the job Auto-create tickets Generate and route tickets from Slack and MS Teams automatically. Suggest responses Help agents with content and “next best” suggestions to speed up ticket resolution Measure Track the performance of your IT automation efforts with in-depth reports Use AI-powered insights to identify gaps that can be filled to improve your metrics Employee-facing AI Agent-facing AI Freddy Analytics Optimize Deflect Use AI to connect employees to answers across multiple channels such as email, slack and MS Teams Engage Follow up these answers with intent-based bot conversations that engage and delight employees Onboard & train agents Triage tickets Automatically triage incoming tickets and ensure that each ticket reaches the right helpdesk agent Execute processes Drastically reduce the time spent on executing repetitive backend processes to free up agents’ time AI/ML works across the lifecycle of an employee query
- 21. Strategy 3: Leaders focus on Optimization OPTIMIZATION Track performance of EX AI/ML processes to identify gaps and optimize. Measured by decreased helpdesk effort score & improved employee satisfaction
- 22. The need to provide consistent and superior EX is driving investment in AI AI is expected to power 75% of all employee interactions by 2025 Use of AI by helpdesk teams is projected to increase by 143% over the next 18 months 60% of service leaders already use AI in EX or plan to do so this year EX automation is predicted to be the one of the highest AI use-case by global investment this year
- 23. Leaders need help optimizing EX Less work deriving insights, more actionable insights
- 24. Bring new agents up to speed allow them to learn on the job Auto-create tickets Generate and route tickets from Slack and MS Teams automatically. Suggest responses Help agents with content and “next best” suggestions to speed up ticket resolution Measure Track the performance of your IT automation efforts with in-depth reports Use AI-powered insights to identify gaps that can be filled to improve your metrics Employee-facing AI Agent-facing AI Freddy Analytics Optimize Deflect Use AI to connect employees to answers across multiple channels such as email, slack and MS Teams Engage Follow up these answers with intent-based bot conversations that engage and delight employees Onboard & train agents Triage tickets Automatically triage incoming tickets and ensure that each ticket reaches the right helpdesk agent Execute processes Drastically reduce the time spent on executing repetitive backend processes to free up agents’ time AI/ML works across the lifecycle of an employee query
- 25. Freshservice is an Intelligent, right-sized service management solution for your digital transformation journey Extensible: Enabling enterprise-grade integrations with a marketplace approach, built on an open and secure platform Intelligent: Providing agility through AI to create contextual and intelligent service delivery Intuitive: Delivering end-to-end, consumer-grade, end-user and employee experience ‘Partner-like’ engagement model: Ensuring customer success by being their trusted partners
- 30. Please email any questions to casey.steenport@freshworks.com Thank you!