CREATING A SEAMLESS INTERNAL SUPPORT FOR YOUR EMPLOYEES

Transcription

1 CREATING A SEAMLESS INTERNAL SUPPORT FOR YOUR EMPLOYEES

2 PROMPT SUPPORT AND 24/7 AVAILABILITY ARE THE EMPLOYEES EXPECTATIONS AND THE CHALLENGES OF TODAY S ORGANIZATIONS MAIN CHALLENGES 80% of new enterprise applications will use chatbots by (Gartner) SERVICE DESK REQUESTS NOT PROMPTLY PROCESSED INEFFICIENT YET COSTLY USER SUPPORT DISPERSED INFORMATION DOESN T GENERATE INSIGHTS By 2020, Virtual Employee Assistants integrated across enterprise stacks will increase productivity of staff by 2 The increasing complexity of companies and their infrastructure drives employees growing need for IT-support generating more and more tickets to be managed by the service desk Users expectations of copious, quickly and 24/7/365 available information is rising as quickly as technology is evolving To avoid backlogs and long waiting times, personnel must be increased and shifts extended outside of standard working times, making service desks a considerable cost factor Over-qualified, hence more expensive workers carry out repetitive tasks 1 Gartner Conversational AI to Shake Up Your Technical and Business Worlds 2 Gartner Market Insight: How to Collaborate and Compete in the Emerging VPA, VCA, VEA and Chatbot Ecosystems Information is dispersed across several systems and is not immediately accessible The creation of statistics and an overview of summaries is timeconsuming The lack of standard formats and the use of different parameters in each system slows down the process 10% By 2027, digital assistants will keep employees productive 24/ 7/ 365 (Gartner) operating in the background for workplace interactions (Accenture) 2

3 VIRTUAL EMPLOYEE AGENTS ACT IN REAL TIME, ARE EASILY SCALABLE AND CAN PROCESS INFORMATION QUICKLY, OFFERING IMMEDIATE ACTIONABLE INSIGHTS VIRTUAL EMPLOYEE AGENTS (VEA) ADDRESS YOUR MAIN CHALLENGES SERVICE DESK S REQUESTS ARE PROCESSED 24/7/365 Ensures 24/7 service 1 Reduces waiting time Enables multi-device services Improves personalization & service quality Creates fun ways to interact with the business COST-EFFICIENT USER SUPPORT THANKS TO EASY SCALABILITY VEA s design & personality is specified Content is defined and the VEA is trained Program system is implemented Operating model is built Fixed Set-up Basis- Resource Scalable-Resources to overcome peak-seasons INFORMATION IS QUICKLY PROCESSED, GENERATING INSIGHTS Connections directly to enterprise systems Quickly creates statistics and Management overviews Generates data driven decisions Increases service and quality compliance Reduces costs and time to market 1 Depending on availability of enterprise systems e.g. overnight updates/ shout-downs 3

4 THERE ARE MANY APPLICATIONS FOR VIRTUAL EMPLOYEE AGENTS TO REACH AGILITY AND EFFICIENCY USE CASES CAN BE CATEGORIZED IN THREE GROUPS CHANNEL REAL-TIME ASYNCHRONOUS USE CASES TARGET GROUPS 1. ANSWERING QUESTIONS «How can I activate again my ID?» «How can I reset my password?» «When will the system XYZ be again available?» 2. PROVIDING DIRECT SERVICES «I want to have access to system XYZ» «I need to book a business trip over budget» «Could you approve my holidays?» Employees, Help Desk Responsible, Business Management, Brokers, Agents and Job Candidates 3. ASSISTING SALES «Show me the main KPIs for last month» «Show me my team s performance for last week» «What is my financial goal this week?» REQUESTS PROMPTLY ADDRESSED INFORMATION QUICKLY PROCESSED COST-EFFICIENT SCALABILITY 4

5 A FIRST VIRTUAL EMPLOYEE AGENT PROTOTYPE CAN BE CREATED IN JUST ONE WEEK THE TYPICAL DEPLOYMENT JOURNEY Thanks to our Accenture Design-Thinking Coaches and cutting-edge technologies (e.g. IBM Watson, Boost.AI, ) we can very quickly create a Virtual Employee Agent prototype in our Liquid Studio in Zurich, tailored to the needs of your organization: FIRST VISIT INNOVATION WORKSHOP RAPID PROTOTYPE MINIMUM VIABLE PRODUCT ~ 1-2 hours ~ 1 day ~ 1 week ~ 1-2 months The visit will inspire us, hence support us in generating innovative ideas thanks to demonstrations and talks with experts Further specify the current painpoints thanks to an innovation workshop led by our Design- Thinking Coaches and our technology experts A prototype will help us to realize the idea, to sample the technology and prove its value in reality it takes place in our Liquid Studio Realization of the high-priority use cases in 2-weeks sprints in order to achieve a Minimum Viable Product (MVP) as soon as possible Generate new ideas thanks to innovative approach Select best use cases and access the most innovative technologies Test the ideas in an agile, innovative and fast-paces environment Get quick results with low investment

6 YOUR CONTACTS SILKE GENUIT AI Insurance Focus Group Lead Accenture AG Fraumünsterstrasse 16 CH Zürich silke.genuit@accenture.com BRUNO MANN BI Analytics Insurance Focus Group Lead Accenture AG Fraumünsterstrasse 16 CH-8001 Zürich bruno.mann@accenture.com 6

7 APPENDIX 7

8 EVA ENABLES A FASTER PROCESS FOR INCIDENT REPORT AND OUTLINES THE KEY INFORMATION IN THE REPORT TO THE HELPDESK RESPONSIBLE USE CASE: INCIDENT REPORT DIALOGUE CONTENT Helpdesk Responsible can access Incident Report anytime through concierge-bot EVA. She displays automatically generated summary graphs and gives informative insights. Moreover, EVA can schedule meetings, reports about a project s status as well as about employee sickness rates. Tom, Helpdesk Responsible I need updates on the current status of the X-Support tickets and statistical information about them to discuss it with my Helpdesk team during the customer satisfaction status meeting. 8

9 EVA GIVES A HELPFUL OVERVIEW ON THE STATUS OF THE X-SUPPORT TICKETS PER EMPLOYEE/ TEAM AND REPORTS ON THE TICKET PROCESSING PERFORMANCE USE CASE: INCIDENT REPORT DIALOGUE CONTENT EVA knows the status of the X-Support Tickets and has statistical information about them. EVA can also provide insights to the team s performance in terms of the time it takes to close the tickets. Hello Tom! What can I do for you today? You can select one of the options below or type in the input field below My X-Support Tickets Team X-Support Tickets My X-Support Tickets Sure. What would you like to know? New X-Support Tickets Status of X-Support Tickets Statistical information of X-Support Tickets Sure Tom You have currently 10 new tickets As of today you ve closed 15 tickets Fastest closure was 15 min. Longest ticket closure was 3 days Anything else you would like to know? Yes, how is my performance over the last 3 months Ok. During the last 3 months you have spent 1 day on average to close a ticket All right. Your team s status is: 50 new tickets 5 escalation tickets 35 closed tickets Thanks Eva. Do you know the burn rate of my team? This month so far your team has typically closed 10 tickets per week Based on the historical performance of your team you have to close 15 tickets per week. In this way you will be able to close all the tickets assigned to your team this month Can I help you with anything else? Statistical information about my X-Support Tickets Ok. How is my team doing with the X-Support Tickets? No. Thank you Send Send Send PROCESS (EXTRACT) Send request for information to Eva Process the request (NLP) and understand its nature Ask to specify intent by giving chance of choice-selection Specify intent by selecting the answer Connect relevant systems via API to collect needed data Calculate statistics and elaborate the answer Provide Tom with the relevant statistics - as requested User Interface AI Services/ Knowledge Base User Interface User Interface Enterprise System AI Services/ Knowledge Base User Interface

10 A FIRST-PHASE VIRTUAL AGENT IN A NEW LANGUAGE CAN BE IN PLACE IN 8 WEEKS DEEP-DIVE: MVP ROADMAP MANAGE PROJECT Set project structure/ responsibilities Map and involve key stakeholders SHAPE VIRTUAL AGENT Develop visual profile personality Decide name and design avatar User experience testing BUILD CONTENT Set up technical instance Set intent hierarchy structure Build complete intent hierarchy Build and improve replies and dialogues Test replies and dialogues INTEGRATE WITH CLIENT Build internal capabilities Get necessary approvals Decide where to integrate virtual agent Change layout to improve channeling Build operating model BUILD NEW LANGUAGE Teach virtual agent new language PREPARE AND DEPLOY SOLUTION Plan for deployment Deploy solution Support solution WEEK CORE TEAM 0.5 FTE Project Manager Accenture 1 FTE Business Analyst/ AI trainer Accenture 1 FTE Internal VA Responsible