Amelia set to enhance employee experiences by delivering instant, human-like service desk support for Datacom, Australasia's largest homegrown tech company.
Sydney, NSW / New York, NY, 12 July 2022 — Amelia, a leading Enterprise Conversational AI software company, today announced that Amelia has been hired by Datacom, Australasia's largest homegrown tech company, as a virtual service desk employee. Datacom has implemented Amelia in government and enterprise client environments to create human-centric user experiences, and given the success of these deployments, Datacom wanted to leverage Amelia’s solutions internally to transform employee services.
Datacom’s new virtual service-desk employee, called Sam, is powered by Amelia’s front-end Conversational AI platform, Datacom’s existing IT orchestration and automation solution, and Amelia’s backend AIOps engine. Employees can converse with Sam via the company’s Microsoft Teams environment to resolve service desk requests, without needing to wait or escalate to their helpdesk team. Initially, Sam will handle several request types, including creating and modifying email distribution lists, provisioning access to NetSuite and OpenAir systems, enabling access to SaaS applications, raising and managing tickets, and more.
In addition to improving the employee experience, the company’s internal deployment of Sam will become a strong case study for how Datacom’s virtual service desk offering drives value for businesses. The use cases for Sam are widely applicable across industries and can easily be deployed for new and existing Datacom clients.
Stacey Tomasoni, Managing Director of Datacom, says: “Investing in the experience of our employees is critical in terms of their wellbeing and satisfaction – something that ultimately has a positive impact on our organisation and our customers. After the success of our previous Amelia deployments for our customers, it made complete sense for us to offer this to our own team of more than 6500 employees.
“We are now learning from every conversation and using that to inform Sam’s constant upskilling path. We’re curious to see where this will take us but are confident that listening to the context of those conversations will help broaden the way Sam can help our teams and make a positive impact for our people. We are already seeing this stretch beyond your average service desk request and we are ready and willing to let that scope expand to whatever it needs to look like to support our people.”
Chetan Dube, CEO of Amelia, says: “Datacom is ceaseless in its drive to provide transformational technology solutions for its clients and employees, which is one of many reasons why we are honoured to have them as our valued partner and now customer. With Datacom leveraging Amelia’s Conversational AI and AIOps solutions in its virtual service desk employee, together we can transform user experiences throughout the region and beyond.”
Datacom works with organisations and communities around the world to solve their biggest challenges, imagine new possibilities, and help move them to a better place by connecting people and technology. Built on strong local values, world-class technology, and experienced people who genuinely care, Datacom sets a new standard in IT services. Datacom supports customers through a broad range of services and solutions that span technology, operations, digital and products, all underpinned by robust industry experience and insight. With more than 6500 people working across Australia, New Zealand and Asia, Datacom is truly world-class in capability, and proudly local at heart. For more information visit www.datacom.com.
Amelia is a leading Enterprise Conversational AI software company with a long history of innovation in automation and Conversational AI. We create fulfilling human experiences through groundbreaking AI solutions, as we enable conversational experiences, streamline IT operations, and automate processes. In 2014, we launched Amelia, the Most Human AI™; then in 2018, we introduced true end-to-end, enterprise-wide automation allowing enterprises to quickly optimize back-end operations. Amelia is consistently recognized by third-party analyst firms as a market leader. Headquartered in New York City with offices in 15 countries, Amelia’s roster of client success stories speaks for itself: Our technology impacts more than 200 of the world’s leading brands, including global leaders in banking, insurance, telecommunications, and other industries. See how Amelia is powering the Future of Work at amelia.ai.