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Taking Service Delivery to the Next Level

We create AI Chat Solutions revolutionizing the way companies manage internal queries by enhancing customer experiences through innovative AI-driven platform add-ons.

The Challenge

Companies don't optimize internal platforms

It's a common trend for companies to underutilize their internal IT and HR service management platforms. Many organizations, constrained by budget limitations or lacking sufficient traffic volume, often miss out on the full potential of these platforms.

Typically comprising a knowledge base and case management, internal service management systems aim to empower users for independent issue resolution. A seamless user experience boosts satisfaction and cuts costs, as each case can exceed $100. With most companies managing thousands of cases monthly, optimizing these platforms presents a substantial opportunity for efficiency and savings.

Smaller companies don't use AI (yet)

Large enterprises have small AI teams, but small and medium enterprise often don't because it's hard to attract and retain talent.

Inefficient case routing

Most companies still usually route cases manually, with accuracy rates often below 50%, causing costly delays for both the user and case team.

Significant knowledge gaps

When users do attempt to use the knowledge base there are often gaps in the answers, leading to more cases raised.

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.

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person sitting while using laptop computer and green stethoscope near

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.

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.

Who we are

We are a team of highly skilled specialists who have delivered many AI, change and platform optimization projects.

Get to know us

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team

Our Services

AI-Optimized Workflow Design

Optimize your platform and team performance with AI-driven enhancements, creating intuitive content .

Lifetime Access to AI Training

AI is moving so fast. Our training courses help your teams get the most from AI. From prompt engineering to the latest tools available, our courses will always stay up to date.

Strategy and Implementation

Let our team of experts guide you through the process and help you implement the most effective systems and workflows for your Knowledge Base, Helpdesk, CMS, LMS, HRMS, DMS and many others.

Change Communications

& Management

We have delivered change strategies to many medium and large businesses to successfully achieve their objectives.

Projects

Check out our previous work

From benchmarking Coke, HSBC, and Roche, to a total strategic implemention, we can help you optimize your ServiceNow to drive user experience, and cost savings across your organization. Whatever size or stage you are at, we can help you take it to the next level.

See projects