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Cognitive Digital Desk

Drive superior customer experience with interactive service desk chatbot

 

Challenge

Routine tasks such as resetting passwords, responding to queries, creating, updating and tracking tickets, installing software, granting access requests, and facilitating workstation management are time-consuming and costly. Companies with traditional IT service desks continue to face long ticket resolution times, burgeoning personnel costs, and underwhelming customer experience. Widespread adoption of smart automation for accuracy, efficiency, and cost-effectiveness is not a common practice yet.

TCS Solution

The intelligent platform comes with the following salient features:

  • Cognitive capabilities: Encompasses high-performance bots, powered by Azure cognitive services, performing various tasks, reducing IT service desk staff, and learning through feedback
  • Multi-channel engagement: Uses NLP to understand and respond to end-user queries across channels such as Microsoft teams, Skype for business, apart from chat
  • Interoperability: Comes with out-of-the-box integration features for IT service management tools, knowledge management tools, and Azure Active Directory (AAD); can be integrated with automation tools such as ignio™ and other robotic process automation solutions and orchestrators

Benefits

  • Improved customer experience with faster complaints and queries resolution through AI 
  • Round-the-clock support/access, available in 30+ languages, across multiple channels 
  • Competitive edge with implementation of TCS’ Machine First™ strategy·       
  • Contextual knowledge harnessed through AI and machine learning    
  • Reduction of total cost of ownership by shifting from a CAPEX to an OPEX-based model 
  • Scalable availability and capacity with cloud infrastructure 
  • Boost in operational productivity with headcount rationalization and higher IT bandwidth

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