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Artificial Intelligence Anywhere.

We use Artificial Intelligence to improve the quality and timeliness of services.

The management of support and service delivery is a supply chain that is valuable to the entire company: for customers, whose satisfaction generates loyalty and repeat purchase, and for employees who can put customers at the center of their time, without having to wait for resolutions to their technical problems or manage requests for services necessary for their operation.

The best assistance is one that intercepts people’s needs in advance, preventing requests, anticipating resolutions and providing ready-to-use solutions. The one that exceeds their expectations and increases the positive perception towards the company.

However, organizations struggle to provide timely services that exceed user expectations: staff are under pressure and are unable to cope with the volume of requests.

The management of support and service delivery is a supply chain that is valuable to the entire company: for customers, whose satisfaction generates loyalty and repeat purchase, and for employees who can put customers at the center of their time, without having to wait for resolutions to their technical problems or manage requests for services necessary for their operation.

The best assistance is one that intercepts people’s needs in advance, preventing requests, anticipating resolutions and providing ready-to-use solutions. The one that exceeds their expectations and increases the positive perception towards the company.

However, organizations struggle to provide timely services that exceed user expectations: staff are under pressure and are unable to cope with the volume of requests.

With our Artificial Intelligence Anywhere service, we digitalize service delivery by introducing elements of Artificial Intelligence, such as chatbot, RPA (Robotic Process Automation), Machine Learning, in operational and support flows to reduce personnel management costs on the one hand and increase the perceived quality of the service offered on the other.

With our Artificial Intelligence Anywhere service, we digitalize service delivery by introducing elements of Artificial Intelligence, such as chatbot, RPA (Robotic Process Automation), Machine Learning, in operational and support flows to reduce personnel management costs on the one hand and increase the perceived quality of the service offered on the other.

WHAT SITUATIONS
SHOULD ALLARM YOU?

What situations related to the services offered should alarm you?

High operating costs

The time of the personnel engaged in the management of services and support to the customers is penalized by redundant activities and of low added value that impact on the timeliness and the quality of the supplied services.

Knowledge dispersion

Your knowledge management is fragmented: the practices are available but disorganized and difficult to find. You cannot activate self-service procedures for recurring services, such as onboarding.

Difficulty in understanding the context

Use automated response tools that are not advanced enough to analyze the user's context (their intent, location, language, requests already made). You risk offering poor experiences.

History doesn't teach anything

You struggle to learn from problems and incidents already resolved, automate their resolution, and proactively manage similar situations before users report them. Your database and interventions are not properly valued.

What situations related to the services offered should alarm you?

High operating costs

The time of the personnel engaged in the management of services and support to the customers is penalized by redundant activities and of low added value that impact on the timeliness and the quality of the supplied services.

Knowledge dispersion

Your knowledge management is fragmented: the practices are available but disorganized and difficult to find. You cannot activate self-service procedures for recurring services, such as onboarding.

Difficulty in understanding the context

Use automated response tools that are not advanced enough to analyze the user's context (their intent, location, language, requests already made). You risk offering poor experiences.

History doesn't teach anything

You struggle to learn from problems and incidents already resolved, automate their resolution, and proactively manage similar situations before users report them. Your database and interventions are not properly valued.

According to SAS research, a third of customers say they are ready to leave a brand after a single negative experience with customer service. The increase in performance is not only related to customer engagement: if to supply answers and services they are engaged employees, the organizations see an increase of 240% in terms of business results. To improve the perception of internal users and customers, you should:

Digitizing service delivery processes

In order to automate your service management and collect uniform data, the first step is to digitize service delivery processes on a digital platform. You should map the processes and needs of the people involved, identify low value-added recurring activities and review workflows to simplify the service request, both on the user side and the back-office side. The standardization of processes on digital facilitates the collection of already structured data and allows you to have a single point of control in which to aggregate information about people served by multiple channels, increasing the company's omnichannel capabilities.

Increase shift-left and self-service

Automation can reduce management costs, increase the scalability of services 24/7, eliminate errors: you should include RPA bots in the operating and support flows, Machine Learning functions to learn from already solved errors, user input analysis functions. Chatbots and virtual assistants can provide the relevant response, knowledge or automated process, increasing self-service practices. Tickets at levels 0 and 1, where there are recurring issues, can be devolved to automation. AI can also help in proactive detection and resolution by resolving the request before it is made explicit.

Enabling intelligent knowledge management

Connecting people to the answers they may need is possible with intelligent knowledge management. AI could structure knowledge articles within a database and link them to intent, role, department. This could help people solve their problems independently even in remote locations, speeding up recurring practices (for example onboarding).

Integrate tools that understand user intent and context

Digitization without feedback is an end in itself: you should be able to measure service delivery processes in a unified way, identifying the impact of resources, budgets, workflows on the final service and the quality perceived by the user. This way you can identify the best strategies to increase the level of service. AI, in particular, can help you quickly analyze large amounts of data and provide you with timely reports.

Personalize interactions

Support portals that offer personalized service increase people’s engagement: contextualizing responses based on the user’s language, location or other conditions is key to improving the perceived quality of the service offered.

Timely measurement of perceived service quality

Chatbots and virtual assistants can be useful in connecting needs and solutions, but they must have advanced NLP capabilities. If one of your customers makes a request for "8-inch Amazon fire tablet" and you haven’t configured a sufficiently desired AI, the interpretation could be something completely out of context, like "setting fire to an 8-inch surface of the Amazon rainforest". Simple search engines are not longer enough.

According to SAS research, a third of customers say they are ready to leave a brand after a single negative experience with customer service. The increase in performance is not only related to customer engagement: if to supply answers and services they are engaged employees, the organizations see an increase of 240% in terms of business results. To improve the perception of internal users and customers, you should:

Digitizing service delivery processes

In order to automate your service management and collect uniform data, the first step is to digitize service delivery processes on a digital platform. You should map the processes and needs of the people involved, identify low value-added recurring activities and review workflows to simplify the service request, both on the user side and the back-office side. The standardization of processes on digital facilitates the collection of already structured data and allows you to have a single point of control in which to aggregate information about people served by multiple channels, increasing the company's omnichannel capabilities.

Increase shift-left and self-service

Automation can reduce management costs, increase the scalability of services 24/7, eliminate errors: you should include RPA bots in the operating and support flows, Machine Learning functions to learn from already solved errors, user input analysis functions. Chatbots and virtual assistants can provide the relevant response, knowledge or automated process, increasing self-service practices. Tickets at levels 0 and 1, where there are recurring issues, can be devolved to automation. AI can also help in proactive detection and resolution by resolving the request before it is made explicit.

Enabling intelligent knowledge management

Connecting people to the answers they may need is possible with intelligent knowledge management. AI could structure knowledge articles within a database and link them to intent, role, department. This could help people solve their problems independently even in remote locations, speeding up recurring practices (for example onboarding).

Integrate tools that understand user intent and context

Digitization without feedback is an end in itself: you should be able to measure service delivery processes in a unified way, identifying the impact of resources, budgets, workflows on the final service and the quality perceived by the user. This way you can identify the best strategies to increase the level of service. AI, in particular, can help you quickly analyze large amounts of data and provide you with timely reports.

Personalize interactions

Support portals that offer personalized service increase people’s engagement: contextualizing responses based on the user’s language, location or other conditions is key to improving the perceived quality of the service offered.

Timely measurement of perceived service quality

Chatbots and virtual assistants can be useful in connecting needs and solutions, but they must have advanced NLP capabilities. If one of your customers makes a request for "8-inch Amazon fire tablet" and you haven’t configured a sufficiently desired AI, the interpretation could be something completely out of context, like "setting fire to an 8-inch surface of the Amazon rainforest". Simple search engines are not longer enough.

We make AI the power station of your services: You just need to turn it on to take the pressure off your staff.

Artificial Intelligence powered interfaces such as chatbots, which exploit the ability to process natural language, virtual assistants and bots that offer assisted automation and not in routine tasks, advanced learning functions such as machine learning that learn from incidents that have already occurred, enable intelligent knowledge management and automated service management solutions.

We design and deploy digital Customer Service and Service Management platforms driven by intelligent automation to assist employed personnel.

We make AI the power station of your services: You just need to turn it on to take the pressure off your staff.

Artificial Intelligence powered interfaces such as chatbots, which exploit the ability to process natural language, virtual assistants and bots that offer assisted automation and not in routine tasks, advanced learning functions such as machine learning that learn from incidents that have already occurred, enable intelligent knowledge management and automated service management solutions.

We design and deploy digital Customer Service and Service Management platforms driven by intelligent automation to assist employed personnel.

WHAT WE OFFER

Digital Service Management

We centralize service delivery processes on a digital platform.

  • user-centered analysis, review and optimization of service deliveryprocesses
  • identification and automation of low value-added activities
  • technological scouting, design and implementation of the digital platform
  • UX design, prototyping, and testing on early adopters
  • education, training and support for guided adoption in the company
  • single point of contact (SPOC) for the advancement of requests.
  • SLA definition and setting to verify the quality and timeliness of services
Reduction
of operating
costs

We automate repetitive tasks and increase self-service.

  • integration of Machine Learning algorithms for self-check, diagnostics and incident/problem correlation
  • scenario identification and introduction of RPA bots (assisted and non-assisted)
  • definition and setting of automated workflows
  • staff support with allocation, automatic task prioritization and setting alerts on the progress of requests
  • automatic creation of knowledge responses with text analysis and unstructured data
  • configuration and traning of chatbots and virtual assistants
  • low level ticket automation (0 and 1), with left shift (shift-left) and self-service
  • automated ticket opening in the most complex cases, accompanied by data to speed up the intervention
  • configuration of self-service and intelligent knowledge management portals
  • integration with ITSM and ITAM tools for automatic data population
Increasing involvement

We improve the quality and perceived innovation of service.

  •  sentiment analysis functions for collecting feedback and classifying intent
  • dashboard and reports with satisfaction indicators
  • self-support with self-service portals with an intuitive UI
  • chatbots and virtual assistants for providing context-based responses
  • proactive resolution of problems before reporting

WHAT WE OFFER

Digital Service Management

We centralize service delivery processes on a digital platform.

  • user-centered analysis, review and optimization of service deliveryprocesses

 

  • identification and automation of low value-added activities

 

  • technological scouting, design and implementation of the digital platform

 

  • UX design, prototyping, and testing on early adopters

 

  • education, training and support for guided adoption in the company

 

  • single point of contact (SPOC) for the advancement of requests.

 

  • SLA definition and setting to verify the quality and timeliness of services
Reduction
of operating
costs

We automate repetitive tasks and increase self-service.

  • integration of Machine Learning algorithms for self-check, diagnostics and incident/problem correlation

 

  •  scenario identification and introduction of RPA bots (assisted and non-assisted)

 

  • definition and setting of automated workflows

 

  • staff support with allocation, automatic task prioritization and setting alerts on the progress of requests

 

  • automatic creation of knowledge responses with text analysis and unstructured data

 

  • configuration and traning of chatbots and virtual assistants

 

  • low level ticket automation (0 and 1), with left shift (shift-left) and self-service

 

  • automated ticket opening in the most complex cases, accompanied by data to speed up the intervention

 

  • configuration of self-service and intelligent knowledge management portals

 

  • integration with ITSM and ITAM tools for automatic data population
Increasing involvement

We improve the quality and perceived innovation of service.

  •  sentiment analysis functions for collecting feedback and classifying intent

 

  • dashboard and reports with satisfaction indicators

 

  • self-support with self-service portals with an intuitive UI

 

  • chatbots and virtual assistants for providing context-based responses

 

  • proactive resolution of problems before reporting

We solve crucial needs to improve service delivery and support

Chatbot, RPA and machine learning can make a difference in service management.

Improve internal and external service delivery. 

"I would like to make my service delivery processes more efficient"

Reduce the effort of repetitive and time-consuming activities

"I would like to automate the repetitive tasks of service-desk staff"

Digitize business processes and/or functions

"I would like to digitize my customer care or service desk."  

We solve crucial needs to improve service delivery and support

Chatbot, RPA and machine learning can make a difference in service management.

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Improve internal and external service delivery. 

"I would like to make my service delivery processes more efficient"

Reduce the effort of repetitive and time-consuming activities

"I would like to automate the repetitive tasks of service-desk staff"

Digitize business processes and/or functions

"I would like to digitize my customer care or service desk."  

Would you like to provide timely and quality services to your users and customers  
with the support of AI? 

CONTACT US FOR A
CONSULTATION!

Would you like to provide timely and quality services to your users and customers  
with the support of AI? 

CONTACT US FOR A
CONSULTATION!

Companies must better serve their users and customers, but not only that.

Discover the other services we offer to improve the relationship with customers and internal users.

Companies must better serve their users and customers, but not only that.

Discover the other services we offer to improve the relationship with customers and internal users.
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