German multinational bank deploys IT support virtual assistant to achieve 40% containment
公司规模
1,000+
地区
- America
- Asia
- Europe
国家
- Germany
产品
- IT support virtual assistant
- ServiceNow
- Kore’s ‘no-code’ Platform
技术栈
- AI-powered Virtual Assistant
- NLP and NLU engine
- LDAP
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Productivity Improvements
技术
- 分析与建模 - 自然语言处理 (NLP)
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
适用功能
- 商业运营
- 人力资源
用例
- 对话机器人
- 面部识别
服务
- 软件设计与工程服务
- 系统集成
关于客户
The leading multinational investment bank and financial services company is headquartered in Frankfurt, Germany. The bank operates in 58 countries with a large presence in Europe, the Americas, and Asia. It has more than 78,000 employees worldwide. The bank's employees use various internal portals to get their IT service requests resolved, whether it is installing a new software program, requesting a hardware service or replacement, or simple login or password reset issues. The first mode of contact for IT support was ServiceNow. However, the high volume of IT tickets meant agents would abandon 10% of the queries. Due to high churn rates, hiring, training and managing service desk agents resulted in overall high operational costs.
挑战
The multinational bank employees over 78,000 workforce worldwide. This workforce uses various internal portals to get their IT service requests resolved, whether it is installing a new software program, requesting a hardware service or replacement, or simple login or password reset issues. The first mode of contact for IT support was ServiceNow. Typically, agents took anywhere between a few hours to a day to resolve these queries. This hampered the employees’ ability to perform tasks and impacted productivity. Moreover, the high volume of IT tickets meant agents would abandon 10% of the queries. Due to high churn rates, hiring, training and managing service desk agents resulted in overall high operational costs as well. When the financial services company assessed employee queries, they appeared to be repetitive in nature. Further, they figured that the staff found it cumbersome to search for solutions to common questions on the intranet. The search resulted in ambiguous answers and longer wait times connecting to an agent added to the frustration.
解决方案
To improve the existing inefficient process, the company decided to deploy an AI-powered Virtual Assistant to answer the FAQs and integrate the backend IT support systems, ServiceNow, to route high-priority requests to live agents. A virtual assistant pre-trained with 100+ common IT support tasks was developed and deployed as a front-facing self-service option on the internal web portal. Kore’s visual dialog builder was used to prototype and build dialogs around use cases such as new joiner quickstart, approve/ assign requests, software/hardware service requests, answer security and password queries, and more. As its an on-premise deployment, the assistant was implemented using containers and integrated with ServiceNow. In case the virtual assistant is not able to answer the question, the bot seamlessly routes the query to a ServiceNow chat instance where the live agent can take control.
运营影响
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