Customer

The customer is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world.

Service

Data and AI

Industry

Hi-Tech

Technology

Azure Bot Framework, Azure Cognitive Services, Machine Learning, Natural Language Processing

Business Challenge

The company needed a more streamlined approach that would facilitate their employees and users to avail information from their help desk team. The company identified these as areas that need improvement and could result in a better employee experience and productivity.

The company employees/users reach out to the help desk team for IT support. The help desk team responds to a user request by sending a relevant article from the existing knowledge base.

In the last few years, the company has witnessed significant growth in users and their queries. The number of monthly tickets created by the help desk team in Service Now has increased substantially and is expected to grow further impacting the team’s productivity, and support cost.

The company needed a way to lower the number of tickets hitting the help desk. However, what they didn’t want is to reduce the quality of the service.

A well-trained conversational bot was required to automate responses for FAQs leveraging the power of Artificial Intelligence (AI), Natural Language Processing, and Cognitive Services.

WinWire Solution

WinWire leverages customers’ historical data from ServiceNow, SharePoint Wiki, Release Notes for Data Center to build a strong knowledge base. WinWire developed a machine learning model that learns responses to different queries from the knowledge base.

WinWire then integrated the machine learning model with the Azure Bot framework and configured the bot to connect to Skype for the business communication channels.

Today, employees ask their questions in the chat window, and the bot will gather the information for them.

The bot was designed to intercept and serve the user on the FAQs with a relevant response. In case, a bot does not get an appropriate result; it will automatically create a new ServiceNow ticket without requiring human assistance.

Azure AI meets a broad set of international and industry-specific compliance standards, such as ISO 27001, HIPAA, FedRAMP, and SOC Rigorous third-party audits. 

Business Value

  • Enhanced user productivity
  • Improved operational efficiency
  • Automates support function by 80% by capitalizing on historical ServiceNow tickets