Empower your employees through Tryvium Desk

Botomation — Mon, 30 Nov 2020 15:17:23 +0000

All you Need to know and how we can help you build it.
We are fighting battles everyday, trying to develop the business, beat the competition and sometimes even trying to survive. If your technology is not supporting your business and your customer needs, then you are on the backfoot.
Sensiple along with Microsoft empowers your organization and accelerates Agent & Customers experience as the Modern/Digital workspace continue to evolve. We continue to accelerate employees work environment to create an agile, high performing & Empowered workforce.
"Take care of your employees and they will take care of your business. It's as simple as that. Healthy, engaged employees are your top competitive advantage." - Richard Branson
Some of the key challenges faced by larger enterprises in service management.
Lack of Omnichannel Experience
The omnichannel movement is everywhere. As many as 45 percent of organizations taking an omnichannel approach saw an increase in average business and experienced increase in loyal customers.
Omnichannel allows users to experience consistency over traditional channels. Users can move from one channel of engagement to another without any interruptions. Omnichannel approach means a seamless journey of continuity, from the first touch point of support till resolution of service and beyond.
Numerous Requests, Recurring issues, Long resolution times
Phone calls are especially time consuming, especially with numerous requests recurring & unresolved issues., they flood the queues quickly and sometimes take a long time to resolve. there are a variety of common issues that the help desk has to deal with regularly, which means a lot of time is wasted doing repetitive task. Common issues like password resets take up to 50% of the helpdesk volume.
Lack of Multilingual Capabilities
In an era of globalization, business continue to grow and expand internationally. Providing multilingual support to global users can be really challenging. Ultimately, hiring regional agents isn’t a practical solution for any service management.
Analytics & Data Visualization

According to a recent survey over 55% of the organizations are dissatisfied with their data Analytical capabilities. These days there are more data to gather and metrics to capture for a better customer experience and Agents productivity. Failing to measure them correctly would end up in jeopardy. Better Metrics & analytics means better decision making.
Customer Context/Personalized Customer experience
Customer always expect your Support desk agents to "know who they are, what they are calling about, and have insights about their previous contact history. In short, they want a informed and personalized service.
Intelligent Routing
In a recent survey 95 % of the companies are randomly routing customer calls either to the First available agent or Longest available agent. In the current economy, it is all about user experience and there is no room for random.
This is where Intelligent routing comes into the picture to create a new type of user experience. Intelligent routing provides frictionless user experience by routing issues/queries to the right agents in the first attempt. Routing can be configured in many ways according to the user’s needs like Skill based routing, Priority routing, off business hours routing and so on.
All-In-One Solution
A common issue that most of the organization face is, employees spend most of their time trying to toggle between Tools & information which results in Long chat queue time and frequent chat disconnections ending up in rigid end user experience.

We do things differently, and focus on transforming Employee empowerment in their workplace. Happy Employees, Happy customers and Happy business. To know more download our ebook or request for a demo
https://botomation.ai/insights/ebooks/empower-your-employees-through-tryvium-desk

Intelligent ways how automation can redesign traditional IT service desk: A Guide

Botomation — Wed, 25 Nov 2020 16:22:35 +0000

Higher user expectations. Increased responsibility. Staying abreast of the latest technology but within the budget. Limited resources to offer cost-effective solutions. Wrestle with loads of daily requests.

Yes, you heard it right! These are a few challenges faced by IT Service Desks. Being the backbone of modern enterprises, the IT Desk supports many technologies, serves as a connective tissue be-tween the technology operations and core business activities, manages third party relationships with outsourcing providers, and delivers quality services to the end-users.

Keeping your IT Desk running smoothly can be an endless challenge. And the only solution is - Automation.

Contrary to the fact IT Automation will replace internal IT staffs, studies say automation will actual-ly increase the department’s effectiveness reducing the hard labour of manual work while enhanc-ing employee satisfaction.
Why your IT desk needs automation
Consider some of the top issues your IT desk receives regularly.

What is the WiFi password?
How can I reset my password?
Can you help me with installing the printer?
I want to install a VPN.
I need help with setting up my webmail account.
Issues with my OneDrive
I cannot send emails

Now imagine how mind-numbing it would be for your IT desk professionals to solve monotonous issues over and over again. Instead, how convenient it would be if we could automate all these tasks with an AI-powered chatbot that is readily available round the clock.

Jenie AI Chatbot promises to revolutionize the IT support landscape, improving the overall ITSM efficiency and productivity. It is a next-gen tool where your employees can interact as they would to a friend and get the issues resolved automatically with no manual intervention. All they need to do is type in and send a message in any preferred language. The bot understands different lan-guages!

With a conversational UI supported by NLP (Natural Language Processing), Tryvium Desk solves all the above-listed simple queries, and even more. It is their virtual assistant that is available 24x7.

Without replacing human representatives, automation will free your staff from doing low-value, repetitive tasks to concentrate on high-level functions, business-facing roles. This hybrid approach will allow for a more rounded and holistic technology user experience.
Ways you can leverage service desk automation

Consider these areas to boost the efficiency and performance of your Service Desk:

• Employee onboarding
• Answering common queries
• Customer feedback
• Route requests to the right agents
• Approval workflows
• Automation is here to stay

The consumerization of IT (CoIT), a tendency in which new information technology first enters into the consumer space and then spreads into the business environment, has risen significantly with more tech-savvy workers are seeking quicker solutions even at the workplace. According to a Ser-vice Desk Institute Survey, 47% of service desks see increased demand for business intelligence and big data in the immediate future. IT preferences continue to change frequently as the digital envi-ronment continues to evolve, and hence harnessing emergent technologies and innovative ap-proaches can help drive your business. In fact, it is predicted that the use of cognitive platforms and autonomics could drive a 60% reduction in the cost of IT services. What more! Start your au-tomation journey today.

Read on to know how you can reap the benefits of an automated service desk. Download the ebook https://botomation.ai/insights/ebooks/intelligent-ways-how-automation-can-redesign-traditional-it-service-desk-guide

DEV Community: Botomation

Empower your employees through Tryvium Desk

Intelligent ways how automation can redesign traditional IT service desk: A Guide