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EMA selects Astound as a Vendor to Watch in AI for Employee Service


Astound, an enterprise software company that develops an AI platform for employee service, today announced it has been named by Enterprise Management Associates (EMA) as a Vendor to Watch in AI for Employee Service applications. EMA Vendors to Watch are companies that deliver customer value in areas that had previously gone unaddressed, take new approaches to solving old problems, have interesting value propositions, technologies, and market offerings, or provide value in innovative ways.

“Astound’s AI platform for employee service sets a high bar for virtual agents and service automation,” said Valerie O’Connell, research director at EMA. “Packed with deep service management domain expertise, it is designed to easily integrate with existing solutions and wrap around any system of record. The fact that Astound built this platform specifically for service management implementations sets it apart from others.”

“EMA research consistently shows a hunger in the enterprise for AI-driven automation solutions that are practical as well as intelligent. Market demand for employee-as-customer-level experience requires a sea change in the design and delivery of services.” O’Connell continues, “At the same time, the scale, volume, and complexity of employee services require automation. Progressive CIOs increasingly turn to AI-driven solutions.”

Astound brings the power of AI-driven automation to global organizations to deliver a radically better employee service experience. “We’re proud that many of the largest enterprises have selected Astound for employee service automation. It’s clear CIOs and HR leaders are looking for ways to make IT and HR more strategic. AI-driven automation is the fastest way to deliver more value to the business. By freeing up agents from the drudgery of routine tasks, AI helps them become better humans,” said Dan Turchin, co-founder and chief product officer of Astound. “When enterprises invest in building better employee service experiences, employees are more productive, they’re happier, and they do better work. “

The Astound AI platform is comprised of four apps – Answers, Predict, Advise and Analyze. The company’s Answers app uses NLP to automatically diagnose and resolve routine IT and HR issues. When the virtual agent isn’t able to resolve issues at the first point of contact, it hands off to Astound Predict which uses machine learning to prioritize, route, and assign tasks. Once routed, Astound Advise makes contextual recommendations to help live agents fix problems faster the first time. Astound Analyze uses predictive analytics to help service owners make better business decisions by monitoring interactions across Answers, Predict, and Advise.

You can download the EMA report here.

About Astound

Astound is an enterprise software company that develops an AI platform for employee service. The Astound AI platform uses machine learning and natural language processing to automate IT and HR service and support. Astound is the only company to automate the entire lifecycle of service requests, reducing resolution time and improving work life. Astound has partnered with leading workflow platform providers like ServiceNow and Atlassian plus managed service providers like Infosys to deliver deep integrations with IT service management, HR case management, knowledge management, Customer Service Management (CSM), and social collaboration solutions. Learn more about AI-driven automation and the future of work at astound.ai or follow Astound on Twitter @astound_ai.

About EMA

Founded in 1996, EMA is a leading industry analyst firm that specializes in providing deep insight across the full spectrum of IT and data management technologies. EMA analysts leverage a unique combination of practical experience, insight into industry best practices, and in-depth knowledge of current and planned vendor solutions to help its clients achieve their goals. Learn more about EMA research, analysis, and consulting services for enterprise line of business users, IT professionals and IT vendors at http://www.enterprisemanagement.com.

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