DEV Community: Botomation

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

How cognitive chatbots provide supreme customer experience and transform service desk interactions

Botomation — Mon, 23 Nov 2020 12:35:02 +0000

Artificial Intelligence (AI) and Machine Learning (ML) is no more a fairy-tale ,we see them everywhere around us. Right from helping us to know the delivery time of our ordered food, suggesting friends on social media, recommending products on e-commerce sites, to our very own personal assistants like Siri, Cortana, etc., AI has managed to influence our daily lives immensely.

Now, AI is taking a centre stage in creating customer experience strategies. By leveraging cognitive technologies, organizations can gain insights from various touchpoints to improve customer interactions and make a valuable business decision, in addition, get insights on customer buying behaviour’s and preferences in real-time.

How leveraging AI can transform your service desk
IT service desk has become an indispensable component of business success. In every organization, it is the service desk that is flooded with support requests like installation of printer, slow browser, upgrade for a new version software, password reset, and a whole lot of things. With the latest technology developments, IT technicians and administrators face the pressure to stay ahead of the curve, communicate effectively, and deliver efficient services to every end-user while being within the company’s budgets.

Is AI only the future of Service desk?
Besides personal lives, AI has already started revolutionizing the work environment, and the Service Desk is no exception. There are many hysteric conspiracy theories on AI overpowering human intelligence and beyond. But in reality, AI only assists humans at a better pace. With every new technology, there is a loss of roles to some extent, but at the same time, new opportunities emerges, and new jobs are being created. AI Service Desk only frees employees from doing monotonous, repetitive tasks, and does not replace their roles. So that employees can spend more time and expertise in offering better customer experience.

AI chatbots for service desk empower your agents to select the right channel and engage with the customers in the best possible way. Your internal customers often complain about:
• Lack of immediate response
• Services offered are not appropriate
• Not easily available to solve even simple problems
• Challenging to follow instructions to resolve while working in remote
• Clueless on the issue that was reported earlier
With AI-powered chatbots, your IT desk can take better control of the workflow, reduce delays, eliminate repetitive tasks. While working in unison with the chatbot, it fosters increased customer trust and becomes a “closed-loop” virtuous circle” of learning and trust.

Tryvium Service Desk powered by AI and ML capabilities, which can be integrated with ITSM, HRIS, and CRM offers a highly personalized, seamless customer experience. With Tryvium, you can deliver intelligent interactions, connect customers with the right agents, and improve resolution times.

To know more on how cognitive chatbots provide supreme customer experience and transform service desk interactions, please download our ebook https://botomation.ai/insights/ebooks/how-cognitive-chatbots-provide-supreme-customer-experience

AI and Employee experience| How does it positively go together?

Botomation — Thu, 19 Nov 2020 08:37:14 +0000

Do you know 62% of workforce believe that AI will carry a favourable impact on their jobs?
And 67% say it is necessary to develop the skills for working in coordination with intelligent machines.
As per the research studies, AI will be the driving force behind cultural and economic shifts that will make the workforce more productive and agile. As AI plays a major role in the organisation of actively listening and understanding the perspective of employees. It allows the company to determine what exactly an employee wants and provide suitable information, such as career path recommendations and coaching. With AI algorithms, businesses can now formulate HR strategies that adapt to the particular needs of employees rather being limited by the resource planning of the HR team.
Today’s workforce not only looks forward to have a better workplace, but also expects to have a better brand story that adds credibility to their future career. However, working with a reputed brand in the market adds to the glory of employee experience. With AI tools, the company will be giving a first-hand impression to its employees, a personalised upskilling and experience of training, and an exceptional employee involvement process. These factors enhance the company opinions which leads to an overall improvement of the company brand.
Moreover, AI is also responsible to give minute details of HR processes that can grab the attention of HR managers. This way, the scope of productivity gets improved wherever possible. Not only this, AI plays a predominant role in many other HR processes.
Let's find out how AI can prove to be beneficial for the organisational team:
• AI offers valuable insights on better interpersonal relationship among team members
• AI is diligently skilful in handling mental health issues at the workplace
• AI acts as a good interface in the recruitment process
• AI improves the onboarding experience of an employee from the first day itself
• AI promotes tasks automation
• AI cultivates training paradigms amongst employee's learning prowess
However, AI shows the red flag to signal the HR manager wherever any team member faces difficulty in learning. This will, in turn, enables the HR manager to impart training exercises for improving those skills.
To sum up, AI enables the organisation to comply with HR processes so as to promote the smooth flow of productivity in a systematic manner and also improve the employee experience throughout their journey in the organisation.
Botomation with Tryvium desk empowers the organization to reinforce the AI dream of self-service for employee experience improvement. It gives the large organizations a platform to collaborate and become more interactive by adding value to MS Teams and Skype for the Business platform which focuses on enhancing the employee experience. It also integrates with major ITSM tools, Customer Support systems and CRMs available in the market. With the Tryvium desk, organizations can enhance first call resolution, improve agent productivity and reduce call handling time which makes the employee and their customers experience more powerful. Botomation is one of our expertly developed applications combining AI and intelligent automation technologies to help companies with digital transformation. Whether it is customer support or employee request, Botomation can always provide near human experience with superior communication.
Many organizations have introduced Botomation in their system to optimize AI in a significant manner that interprets the action relating to business processes and communicates smoothly within the organization. This, in turn, improves operational efficiency and brings down the overhead costs by superseding the routine tasks of employees. It allows the employees to concentrate on higher-value processes which improve productivity by 86%. Botomation also upgrades the HR processes and extend the benefits to employees in the areas of performance review, monthly payroll and travel expense management.
To know more, download the ebook https://botomation.ai/insights/ebooks/ai-and-employee-experience

Please feel free to contact our sales team at +1 732-283-0499.We will be more than happy to assist you

Leveraging Digital Engagement to Modernize the Customer Experience

Botomation — Mon, 02 Nov 2020 09:42:24 +0000

In the digital age, businesses feel the urge to live up to customer’s expectations for contextual, spontaneous and entertaining experiences while engaging them across touch points.

As new digital technologies emerge, contact centers have advanced from boring voice telephony to handy, agentless, self-service solutions to ensure a tailored, omnichannel customer journey.
Going beyond 2020, it is possible to extend digital engagement capabilities to contact centers with robotic technologies like AI (Artificial Intelligence), ML (machine learning), biometrics and RPA (robotic process automation).

No doubt, their digital efficiencies will boost leading to an ultra modernized customer experience.

AI - The Most Vital Tool Ushering A New Age of Customer Engagement
The robotic technology is acknowledged to be the most productive way for driving customers to digital engagement. For many businesses, the effective engagement of customers on digital platforms has built positive B2B, B2C, and B2B2C relations. Digital technology stands where conventional or manual interactions could not, enabling businesses to provide an intelligent and personalized experience for a range of customers.

Just think about how much businesses have improved their customer experience by engaging them digitally, and how they are making the most of AI, ML and other digital technologies to step into a new world of digitally revolutionized engagement?

Change in Customer Behavior & Expectations
The present generation of customers, mostly Millennials, are becoming tech-oriented and digital-friendly. They are mobile connected, keep active all day and constantly interact on social as well as digital channels.

Above all, these customers believe in on-demand experiences that are appropriate, significant, immediate, and interactive. Moreover, social networks are powerful enough to echo their voice, giving them enough liberty to post their feedback (bad and good) or share their views regarding services, products, and companies.

The conventional marketing and customer support approaches like “Try it out and see what happens,” is no more going to work. It’s because there is a shift in the behavior and expectations of the new generation of customers.
To know more on modernize the customer experience, Please download our Ebook https://botomation.ai/insights/ebooks/leveraging-digital-engagement-modernize-customer-experience