Automating high-volume, low-value and repetitive tasks for this Norwegian energy player, not only boosted its productivity. The new AI-powered Virtual Assistant also helped increasing user satisfaction by 60%.
This global provider of products, systems and services to the oil and gas industry, supports 22,000 employees through its IT service desk. Here, all incidents and service requests, along with user communications, are handled. The service desk thus plays a vital role in ensuring that operations run smoothly.
Yet, employees had to rely on traditional channels, like phone, email and web help desk, for communication with the IT service desk, resulting in an inefficient customer support process. An increased number of incoming calls, together with a poor self-service portal lacking interactive content, a knowledge base, and self-help capabilities, continuously tested the IT service desk.
The company turned to Cognizant to help overcome its service desk support challenges and align its strategy for digital transformation and digital workplace services. Cognizant WorkNEXT™ service desk offering has now redefined the traditional IT service desk. Among other things, the solution provides an integrated virtual assistant powered by AI and based on NLU (natural language understanding). It also offers self-help solutions, guides and instructions to resolve common IT issues.
The solution now handles approximately 3,500 user interactions per month – and resolves 58% of user queries. Besides from increased reliability, accuracy, and user satisfaction, the solution also gives desk agents more time to attend to tasks that require human intervention. If you’d like to learn more, please read the full story here.