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HiTech
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High Tech Solutions to Drive Business Transformation through Technology
Read how the technology industry can help drive business transformation and digital innovation and build a supply chain for the industries they serve.
Related Insights
Read how the emergence of next-gen technologies depends on implementing 5G technology and how the network provisions Network-as-a-Service (NaaS).
Blog
02 Dec 2021
At the WEF 2023, TCS discussed going beyond collaboration and how digital strategy can speed up transformation journeys. Follow TCS at Davos for more updates.
Blog
19 Jan 2023
This blog talks about customer-centric culture to create agility in business and how using next-gen technologies today will help enterprises flourish tomorrow.
Blog
27 Nov 2021
Consumer-grade experience for enterprise support
CHALLENGE
The next frontier in employee experience will be driven by the enterprise service desk function, empowering companies to deliver next-generation user experience and IT support. Yet, few organizations are digitizing their service desk in a consistent and omnichannel manner. The reason: most enterprise customer support services primarily rely on traditional channels such as telephony and chat, failing to proactively detect and respond to employee support needs, hampering productivity and adoption.
TCS SOLUTION
The TCS DeskHelp solution leverages artificial intelligence (AI) and natural language processing (NLP) to offer a consumer-grade experience for enterprise support. Through an intelligent, predictive, suggestive and contextual model (IPSC), the solution drives contextualization and personalization at scale and predicts users’ support needs. Backed by NLP, enterprise contextual information sources and historical interactions of users, the solution enhances intent detection accuracy. The unified AI-driven experience layer enables simplified, integrated, contextualized and machine-driven enterprise support with self-learning capabilities.
The future of user experience is a simplified, personalized and contextualized support service
BENEFITS
Up to 80% reduction in calls to service desks
Up to 30-40% savings in monthly operational costs
Enriched user experience
Improved crisis readiness
Enhanced employee utilization
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