Amelia's first role was for IT Services, providing password resets, access permissions and server diagnostics for IT support personnel.
With her ability to automate IT Services end-to-end, she can eliminate jammed ticket queues and provide quick resolutions for end users — all through the power of conversation. Learn more in this video.
Challenge
IT leaders at a major medical device manufacturer identified opportunities for improving performance on basic L1 issues through automation of tasks.
Solution
The company hired Amelia to help its employees and guests with an array of common but high-volume user requests: Wi-Fi network access, USB port permissions, Outlook issues, printer access and more.
Results
Amelia grants Wi-Fi access with a 98% success rate to more than 6,500 visitors per month. Previously this process took up to three minutes, but can now be executed in less than 30 seconds. In addition to improving service for all employees, Amelia’s support allows the company's IT engineers to dedicate less time to repetitive work and accelerate their professional development.
Amelia for IT Services is a Digital Employee that performs IT Service Desk, Help Desk and IT Operations tasks with industry-leading scale and speed, eliminating IT support queues and reducing resolution times.
She can be trained to handle and IT Services use cases in order to ensure your IT support staff remains one step ahead of the most common issues your employees face.
Amelia works with human colleagues to streamline IT Service Desk and Help Desk activities. She helps overwhelmed IT Service Desk employees with support tickets and improves overall productivity. She also knows how troubleshoot issues related to Unified Communications, Wi-Fi access and VPNs.
She is pre-trained to handle the following IT Service Desk requests: Password Resets, Email Configuration and Troubleshooting, Printer and Device Configuration and Management, Wi-Fi Access and Troubleshooting, ITSM Integration and Management, Account Unlocks, Web Conference Management, VPN Troubleshooting, SSO Set-up and Troubleshooting, USB Request Management, Lost Device Reporting, New Equipment Requisition, IP Phone Troubleshooting and more.
Amelia can work with human staff for IT Ops. She is trained to be a network administrator, DBA, and can perform systems management tasks across Unix, Windows and Cloud environments.
She can become the indispensable sidekick for IT support and IT operations staff by handling rote tasks — such as reassigning tickets, and/or documenting activities. IT staff interact with Amelia just by talking or chatting with her over their favorite channels.
Amelia can integrate with support ticketing systems, such as ServiceNow and Remedy, and identity management solutions, like Active Directory and LDAP. She can execute tasks in many IT management applications, including Cisco, VMware, AWS, Microsoft, and more.
Amelia can become the indispensable sidekick for IT support and IT operations staff by handling rote tasks — such as reassigning tickets, and/or documenting activities — just by talking or chatting with her over their favorite channels.
Amelia can act as an IT organization’s communications department, locating and providing status updates on support requests, and escalate when necessary.
IT Services enabled with conversational AI translate into greater cost efficiencies and higher productivity within an enterprise. It's an important step toward building a digital-human hybrid workforce.
38.4%
Percentage of organizations that take more than 30 minutes on average to resolve IT incidents impacting consumer-facing digital services.
66%
Percentage of inbound IT Services requests handled by Amelia for a telecom provider, allowing support staff to focus on other tasks.
24.2
The average amount of hours it takes a company to provide a first response to an internal support ticket.
69%
The percentage of service tickets that are resolved on the first touch.
Enhanced IT Services Leads to Greater Enterprise ROI
An emerging number of companies are developing and deploying use cases that are delivering ROI across several dimensions. These examples provide guideposts and best practices for how businesses still looking to push out of the starting gate can plot their plan to use AI for real, bottom-line ROI. It’s part of what we at IPsoft see as an emerging trend among enterprises that sits at the core of their AI projects and deployments: AI2ROI. Read our white paper to learn more.
Automated and Optimized Conversational IT Services
Who is Amelia? She is a Digital Employee who works with humans to locate information and perform complex tasks with automation and conversational AI. She uses state-of-the-art Natural Language Processing to work in collaboration with humans. However, there's more to Amelia than innovative technology; she speaks, interacts and understands the way humans do. This means a more human experience — one that your employees and end users will prefer over time-consuming IT support ticketing queues and scripted chatbots.
Interested in meeting Amelia? We would be glad to arrange an introduction.
Amelia is ready to collaborate with your team for IT Services. You can deploy her within your existing IT and business operations, or hire her yourself.
Engage with an AI Expert
We offer on-premise and cloud-based deployments with secure back-end integrations, customized as needed. Let us know exactly what you need, and we can work together to bring conversational AI to your company.
Amelia delivers the best elements of human interaction, driving deeper connections and greater business value. Interview her to see the kinds of roles and tasks that she can take on for your company.