A leading European bank has completed a rapid deployment of Amelia within the IT function, successfully equipping the cognitive agent to take action a mere 45 days after project start. The initial Amelia pilot, with an expected roll out across the bank in June 2016, has been carried out using a voice activated mobile app for Apple iOS as well as using chat on a desktop interface. It covers two significant internal business cases, which make up 19% of the current inbound IT Service Desk volume: Identity Access Management (IAM) and Knowledge Management. These were chosen after prioritizing 90 different IT Service Desk tasks Amelia was capable of supporting in that environment.
By adopting Amelia in its IT Service Desk, the aims to improve quality of service for users and speed up consistent response for common requests to all employees, while providing the existing IT Service Desk staff with more time to dedicate to more complex requests. Given Amelia’s ability to understand and respond in everyday language, users can quickly get the help they need.
In addition to testing Amelia’s comprehension of issues raised, the pilot phase tested the ability to automate requests end-to-end by integrating Amelia with IPcenter, IPsoft’s service delivery management platform. The bank has already IPcenter deployed in its operations through a long standing managed services contract with IPsoft and so progress was made quickly in creating new automations that allowed Amelia to execute tasks required to close out the requests she is managing rather than simply raise a ticket.
After rapid, agile implementation using IPsoft’s Amelia Adoption Framework, the project met its targets two weeks ahead of schedule, with Amelia arriving for her first day on the job after just 45 days of training. Amelia’s Identity and Access Management responsibilities include unlocking Active Directory and mortgage applications accounts and password resets. She integrates securely with Remedy, Active Directory, and IBM iSeries servers through IPcenter’s autonomic robotics engine, giving her a robust platform to work from. In her knowledge management role, Amelia has been given the knowledge needed to handle common queries such as ‘how do I get access to a shared disk?’ and ‘how do I connect my cell phone to my email account?’.
The bank has been so enthusiastic about Amelia’s performance to date, that it has introduced her as a new employee on its intranet portal. Having taken these initial steps towards creating a digital labor force, the bank plans to extend Amelia’s deployments not only to span a wider set of activities on the IT service desk but also to incorporate, business support centers, and customer-facing channels.
This bank’s deployment provides a strong example of the productivity improvements that can be achieved by combining cognitive and autonomic solutions together. It highlights the potential of integrating digital labor, autonomics, people, processes and technology into a single system that increases performance levels. In every customer interaction, this approach is able to bring to bear the individual as well as organizational, cognitive learnings, experience and skills in order to improve service levels.