Chatbots Revolutionize Employee Experience in Materials Engineering Solutions Company
Technology Category
- Analytics & Modeling - Machine Learning
Applicable Industries
- Education
- Equipment & Machinery
Applicable Functions
- Quality Assurance
Use Cases
- Chatbots
- Predictive Maintenance
Services
- Data Science Services
The Customer
Global leader in materials engineering solutions
About The Customer
The customer is a global leader in materials engineering solutions. Their products are used to produce virtually every new chip and advanced display in the world. Over the years, the company has witnessed significant growth in users and their queries, leading to an increase in the number of monthly tickets created by the help desk team in Service Now. This growth was expected to continue, impacting the team’s productivity and support cost. The company was looking for a solution that could streamline the process of availing information from their help desk team, improve employee experience, and enhance productivity.
The Challenge
The customer, a global leader in materials engineering solutions, was facing a challenge in managing the increasing number of queries from its employees. The company's help desk team was overwhelmed with the volume of tickets created in Service Now, which was impacting their productivity and increasing support costs. The company needed a more streamlined approach to facilitate their employees and users to avail information from their help desk team. The challenge was to reduce the number of tickets hitting the help desk without compromising the quality of service. The company identified the need for a well-trained conversational bot that could automate responses for FAQs leveraging the power of Artificial Intelligence (AI), Natural Language Processing, and Cognitive Services.
The Solution
WinWire, a technology solutions company, provided a solution by leveraging the customer's historical data from ServiceNow, SharePoint Wiki, and Release Notes for Data Center to build a robust knowledge base. They developed a machine learning model that learns responses to different queries from this knowledge base. This model was then integrated with the Azure Bot framework and configured to connect to Skype for business communication channels. The bot was designed to intercept and serve the user on the FAQs with a relevant response. If the bot does not find an appropriate result, it automatically creates a new ServiceNow ticket without requiring human assistance. The solution adheres to a broad set of international and industry-specific compliance standards, such as ISO 27001, HIPAA, FedRAMP, and SOC Rigorous third-party audits.
Operational Impact
Quantitative Benefit
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