THE SOLUTION

AI-driven chat for effective self-service

By creating a chat solution trained on case and knowledge base data, we are able to enable a much more effective self-service experience prior to raising a case.

Automatic case routing to the correct team

Many cases are routed multiple times before reaching the correct team, resulting in high costs and failing to meet SLA’s.

Knowledge gap identification

By Identifying gaps that the knowledge base doesn’t cover, the knowledge team is able to create answers to enhance the knowledge offering.

Making AI accessible

Providing cost effective, platform agnostic, easily implemented plugins for each of the above is a huge win for medium size companies. Few are even aware of the possibility, and those that have, consider it beyond their ability to roll out complex and expensive AI solutions due to various constraints. Even many large businesses aren’t doing this yet

EXAMPLE OF COST SAVINGS

EXAMPLE OF COST SAVINGS

Results

1: United Airlines

We have already developed a custom routing solution for United Airlines that saw an increase of 25% accuracy (from 60-85%) resulting in significant savings and increases in SLA success.

2: HSBC

HSBC implemented an AI routing and chat solution that saw even more dramatic results (45% to 85% accuracy).

3: JLL

JLL recognized the benefits of optimizing their internal HR platform. The upgrades we made resulted in significant improvements in cost, efficiency, and cases generated.

USE CASES

1: IT and HR service management

A HR officer faces a problem signing into teams. The user pastes the error generated by teams and some additional context into the chat system, and the system categorizes the issue and provides a detailed guide on how to troubleshoot the issue. If the initial answer doesn't solve the issue, it provides additional guides based on feedback. If the solution is still not resolved it is routed to the right team as the case was already categorized initially.

2: Healthcare

A hospital staff member encounters a complex situation that requires them to look up hospital HR policy. They go to the knowledge base and go immediately to raise a case. They encounter a chat interface that queries the knowledge base and returns the related policy with a detailed, accurate explanation.

3: Franchise Businesses

Franchise businesses usually involve a lot of documentation to ensure standardization across their branches. A Restaurant manager of a large franchise faces an issue related to a company policy. They quickly query the chat system with the issue at hand, and the system returns the detailed guide for that issue.

USE CASES

BUSINESS MODEL

We foresee 3 potential routes to market. Our experiences from the POC will determine the best method of implementation

1: SaaS Subscription Model

This would consist of an annual subscription for a modular plugin and an upfront one-off payment for implementation.

2: Consulting and Implementation Services

It is possible that we may need to become an implementation partner, but this would only be to enable our software.

3: Collaboration with Implementation Partners

By building relationships with preferred partners, our solution can be included into a new platform, rather than included as an upgrade.

team

“Blew my mind with proposed technology solutions to challenges we have been dealing with for 4+ years. Incredible reduction in time spent on admin tasks, whilst massively improving the user experience. Can't wait to tackle our next project together!”

Evy Smagge

Global Learning and Development Director, Fortune 200 Company

"Stratedge analyzed one of our main platforms, drew up recommendations for a new direction, identified the right platform and agency combination and presented this clearly to stakeholders at every level of the organization. They also handed all this over comprehensively so that we were able to launch the product just a month afterwards. And it's been a great success since."

Temina Moledina
Product Lead, Wateraid