By Dan TurchinPosted
By 2020, 80% of business operations will be conducted via virtual agents* and this will dramatically change IT service for […]
Reduce call volume up to 70% with the Astound virtual agent that answers common questions from service portals, Slack, Skype, or phone using natural language.
Reduce mean time to resolve issues with automated routing to ensure requests are correctly prioritized and assigned using machine learning based on your historical data.
Turn novice support agents into experts with intelligent recommendations that provide a dashboard view of how to resolve every request to help deliver better answers to employees the first time.
Voice is the new app. AI is the new UI. Our relationship with technology will change more in the next two years than it has in the last two hundred. It’s time we expect smarter systems. It’s time we reimagine how employees work.
Astound’s AI platform for enterprise service uses machine learning and natural language processing to automate answers to common questions, accurately assign and categorize requests, and provide relevant recommendations in real time. AI-driven automation makes employees more productive, technology more strategic, and organizations more profitable.
McDonalds selected Astound as their artificial intelligence and machine learning platform to automate the routing and resolution of service requests. Unlike human agents, Astound’s machine learning technology predicts the right category nearly every time and improves continuously. Unlike human agents, Astound can perform real-time trend analysis across petabytes of data instantly.
Astound provides a virtual agent that autonomously resolves routine IT and HR requests. Employees get fast service that’s always available from any place on any device. They can interactively ask questions, submit incidents and order goods and services through a modern, interactive, omni-channel self-service experience.
When the Astound virtual agent can’t resolve issues at the first point of contact, the platform uses machine learning to automatically route and recommend the best solution to live agents. Astound uses contextual details from the requester’s location and incident history to categorize and assign work based on schedules and queues. It then makes recommendations based on related issues, available experts, and chat transcripts to help fulfillers fix more problems faster the first time.
Astound uses AI-driven predictive analytics to let managers know about problems before they occur. Intuitive dashboards deliver instant insights about what’s about to fail, where, and how to resolve it before anyone notices. Understand the health of operations based on issue volume and sources. Determine how automation impacts KPIs including MTTR, FCR, and customer satisfaction. Assess future resource requirements, vendor relationships, and budget requirements with predictive models and interactive charts.
There’s a reason why we hate calling the help desk. Waiting on hold for agents to read from a script is de-humanizing for employees and service agents. Finally, the power of data can be used to deliver a support experience employees love using artificial intelligence and machine learning.