Customer Service desks are manned heavily with multiple manual triaging, which results in multiple hops for the customer wherein each step the customer is required to explain the issue from the beginning. Employee IT Helpdesks receives a large volume of service requests via phone calls. The number of such help requests is growing in numbers, thus resulting in a higher delay in providing employee service.
There is a need to efficiently handle these service requests by automatically resolving all the typical user issues and reduce the load on the technical support engineers. A Conversational Bot (Knowledge Bot) is expected to fill in the need by providing quick resolution to the users.
Our transformations help build the future
Knowledge engine powered Bot for Service desks:
A knowledge engine powered Chatbots, which helps automate resolution of issues which would have been handled by IT Helpdesk, thereby reducing significant volumes of helpdesk tickets. The Bot will help users get access to relevant knowledge base articles, raise tickets, check the status of tickets and execute remedial actions based on the understanding of the query through NLP. The Bot would provide a conversational interface and execute the below actions:
- Automatically resolve queries for which a standard solution is available by calling a web service, which will invoke executing scripts.
- Refer to the knowledge repository of past solutions defined to fetch answers to common issues, so that users can try and resolve issues on their own, without the support of help desk engineers.
- Raise tickets or service requests on behalf of the users.
- Allow the user to check the status of the tickets that they have raised.
- Walk through the steps to resolve common technical issues by asking a series of customized questions.
- Provide URLs for users to go to and raise tickets for external systems which are not connected with the Bot.
- For certain urgent situations transfer the users to Human agents for a live chat.
- If the bot is unable to help the user in any of the above manners, the default action is either to provide a canned message with the contact details such as the email address or phone number for the support team.
- The bot would have both the options of menu selections / conversational interface. Irrespective of the user taking either or both of the menu & conversational interfaces the conversational flows are similarly structured.
Technology Framework
- Bot – Azure Bot Service, Application Insights
- Cognitive Services – LUIS, Translation Speech, Entity Extraction, Search,
- Knowledge API
- Database – Azure Cosmos DB, SQL Database, Elastic Search
- ML – Machine Learning Experimentation
- Compute – Virtual Machines, Storage
- Visual Studio Team Services
AI & ML Framework
- Search Engine & Document Indexing
- Topic Modeling (LDA)
- Text Classification
- Lexical Semantics
- Word2Vec
- Synonymy, Ambiguity, Similarity
- Taxonomy Building
- Pattern Mining
- Ngrams
- Parser
- Dependency Relations
- Phrase Extraction
- Question Answering
- Intent / Entity Recognition
Related Offerings
-
Customer Experience
Create value by transforming customer journeys and delivering rich, interactive and engaging experiences.
Learn more -
Application Modernization
Happiest Minds Application Modernization service enables you to develop cohesive
-
Digital Experience
Happiest Minds Digital Experience Services empower organizations to transform customer journeys
Learn more
-
-
Digital Knowledge Hub (DKH)
Happiest Minds Digital Knowledge hub (DKH) Solution bring focus to chaos of content
Learn more