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Automated Service Desk - Serve it well and frequently

Providing and receiving IT support shouldn’t be onerous. When something has malfunctioned or someone needs urgent help, the ensuing experience is un-coordinated, static and cumbersome, which usually leaves the caller more anguished.

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Finance, Banking & Insurance
Healthcare
Hospitality
Information Technology
Manufacturing
Pharmaceuticals
Public Services
Retail
Supply Chain
Supply Chain
Travel & Transportation
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Automated Service Desk

In today's world...

Incoming support calls are becoming more complex since the average user is able to fix simple problems by themselves. In turn, it’s putting more strain on the support provider to be better trained and quickly correlate multiple complex aspects of an issue.

Furthermore, callers have less tolerance for multiple touch points, call transfers, long hold times and slow responses.

The indirect consequences of inferior customer service could lead to lower sales, bad employee morale or added expenditure to company operations.

Solution

SKAEL completely transforms IT service management by offering an AI Assistant that is enabled by artificial intelligence.

This self-service, contextually aware and personalized agent takes natural language input (voice and text) and affords users to seamlessly navigate service management menus.

No more logins, dashboards or waiting on the phone. Ask the agent in simple English and instantly open, close, and manage tickets. Effortless experience with knowledge management. Get proactive rich inputs that are relevant to you and your role.

Available 24x7x365, the agent understands who you are, what you’re trying to accomplish and delivers fresh content every time.

Reference Architecture (Automated Service Desk)

SKAEL’s on-premise services can run inside the your cloud or data center environment. They connect into data sources in the backend to ingest, clean, extract, prioritize and correlate outputs based on your enterprise logic.

These services make a long-running secure connection to SKAEL’s Private SaaS over HTTPS:443. For an on-boarded customer, a license record with date range is securely created in the License Manager.

On the front end, it connects into messaging platforms over HTTPS:443 channels. It intakes natural language expressions from users, understands the intent and context and instantly generates easily consumable rich outputs.

Persistent validation from the License Manager allows API Connection Manager, Content Generator, Cache Database, and AI Engine to execute the query requests within the customer’s cloud environment.

Consistent experiences across both voice and text:

SKAEL agent can simultaneously integrate with the following platforms:

  • IT Service Management
  • CMDB systems
  • Password Management Systems
  • Ordering and Procurement
  • Customer Survey Applications
  • Email systems
  • Calendaring
  • Messaging platforms
  • Network Monitoring
  • Knowledge Management

SKAEL agent applies to the following industries:

  • Education
  • Retail
  • Supply chain
  • Information Technology
  • Finance, Banking, Insurance
  • Energy / Oil and Gas
  • Pharmaceuticals
  • Healthcare and hospitality
  • Consumer goods
  • Public services
  • Travel, Transportation
  • Manufacturing (Automotive, Aerospace, Appliances, Electronic Goods)

Return on Investment

  • Time savings increased productivity
  • Self-navigating and effortless experience   in IT service management
  • 24x7 access to correlated intelligence from multiple data sources/apps  
  • Proactive agent workload management      
  • Leadership has instant “finger on the pulse”      
  • Break out of old-school dashboard based “static” experience
  • Gain “in the moment” access to rich outputs that usually take hours, days or weeks
  • On the fly, slice-and-dice data by simply asking questions in plain English
  • Agent is available 24x7x365 to all employees
  • Agent adapts to your frequent requests and adjusts to show results proactively
  • Get contextually aware results customized to your role and the current task sequence
Testimonials

From Our Customers

As promised, it was easy, less time, quick ROI strongly recommend - Mark Randal, CEO
Before we engaged SKAEL, the compliance report used to take2 days still needed tweaks, after SKAEL it takes few seconds, and we don't need to run the reports, CFO asks questions while he is on the way to work, Happy days. Martin Blyth, VP, Operations
Calls to Service desk reduced drastically and we allocate our staff to those tasks which provide value to our customers - Steve McDonald, CIO
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