WinWire Case Studies Chatbots Revolutionize Employee Experience in Materials Engineering Solutions Company

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	Chatbots Revolutionize Employee Experience in Materials Engineering Solutions Company WinWire

Chatbots Revolutionize Employee Experience in Materials Engineering Solutions Company

WinWire

Technology Category	Analytics & Modeling - Machine Learning
Applicable Industries	Education Equipment & Machinery
Applicable Functions	Quality Assurance
Use Cases	Chatbots Predictive Maintenance
Services	Data Science Services
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. Read More
About 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. Read More
Customer Name	Global leader in materials engineering solutions Read More
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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Applicable Industries

Education

Equipment & Machinery

Applicable Functions

Quality Assurance

Use Cases

Chatbots

Predictive Maintenance

Services

Data Science Services

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.

About 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.

Customer Name

Global leader in materials engineering solutions

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.

Impact #1	The implementation of the chatbot transformed the employee experience by providing a more streamlined approach to avail information. The bot, powered by AI, Natural Language Processing, and Cognitive Services, was able to automate responses for FAQs, reducing the load on the help desk team. The bot was also capable of creating a new ServiceNow ticket if it could not find an appropriate response, further reducing the need for human intervention. This solution not only improved the efficiency of the help desk team but also ensured that the quality of service was not compromised. The solution also adhered to international and industry-specific compliance standards, ensuring the security and privacy of the data.

Impact #1

The implementation of the chatbot transformed the employee experience by providing a more streamlined approach to avail information. The bot, powered by AI, Natural Language Processing, and Cognitive Services, was able to automate responses for FAQs, reducing the load on the help desk team. The bot was also capable of creating a new ServiceNow ticket if it could not find an appropriate response, further reducing the need for human intervention. This solution not only improved the efficiency of the help desk team but also ensured that the quality of service was not compromised. The solution also adhered to international and industry-specific compliance standards, ensuring the security and privacy of the data.

Benefit #1	not mentioned

Benefit #1

not mentioned

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Overview

Chatbots Revolutionize Employee Experience in Materials Engineering Solutions Company

Operational Impact

Quantitative Benefit