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Nov 20 2017
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Daniela Zuin
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Rob Petrucelli
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Press Releases

IPsoft’s Market-Leading AI Platform Included in Analyst Report on Advanced Automation Solution Providers

November 15, 2017

Independent Research Reviews Vendors’ Activity in Automation Market NEW YORK, November 15, 2017– IPsoft, the leader in enterprise AI, is recognized as one of the independent solution providers of automation technology in a recent report published by leading analyst firm Forrester Research entitled “Vendor Landscape: Advanced Automation Service Providers, Q3 2017.” In the report, Forrester reviews IPsoft’s work delivering automation solutions to the market both directly and through systems integration (SI) partners. Forrester says IPsoft’s “corporate DNA” reflects its vast catalogue of thousands of automations, “but also..

IPsoft’s Market-Leading AI Platform Included in Analyst Report on Advanced Automation Solution Providers

November 15, 2017

Independent Research Reviews Vendors’ Activity in Automation Market
NEW YORK, November 15, 2017– IPsoft, the leader in enterprise AI, is recognized as one of the independent solution providers of automation technology in a recent report published by leading analyst firm Forrester Research entitled “Vendor Landscape: Advanced Automation Service Providers, Q3 2017.” In the report, Forrester reviews IPsoft’s work delivering automation solutions to the market both directly and through systems integration (SI) partners. Forrester says IPsoft’s “corporate DNA” reflects its vast catalogue of thousands of automations, “but also how it conducts business.” The report notes a team of IPsoft engineers are focused on maintaining and building on the company’s standard operating procedures, and finds “use cases cover the spectrum from preemptive monitoring to SOPs [standard operating procedures] that execute over nondeterministic pathways to resolve incidents.” The report, which covers several technology companies, SIs and consulting firms, highlights different automation solutions and discusses the different types of partnerships that are developing as automation adoption grows within enterprises. “Every major IT decision-maker understands that intelligent automation is the future of operations and it starts with doing a digital renovation of the existing environment. Companies should begin investing now,” said Allan Andersen, Director of Enterprise Solutions at IPsoft. “Intelligent automation is an art-form and requires a culture of continuous improvement and smart use of AI technologies.” The Forrester report includes a review of the maturation of automation technology, the importance of technology partnerships, and what IT operations teams should consider when reevaluating existing contracts and relationships to include more automation investment. Forrester’s report concludes that the initial proof-of-concept stage for automation technology has ended and the number of public reference cases is growing. These use cases remain narrow, and the results are still limited, the report states, but enterprises must work now to determine how they can make the best use of automation. For more information about the Forrester report, go to this link. About IPsoft IPsoft, the leader in enterprise AI, automates IT and business processes for enterprises across a wide range of industries by deploying Digital Labor. Through its portfolio of world leading autonomic and cognitive solutions, IPsoft provides services that allow its clients to secure competitive advantage. Headquartered in New York City, IPsoft has 18 offices in 15 countries across the world and serves more than 500 of the world’s leading brands directly as well as more than half of the world’s largest IT services providers. Contact IPsoft Daniela Zuin, +1 212 708 5521 Marketing Director, IPsoft daniela.zuin@ipsoft.com


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Press Releases

IPsoft Equips Businesses to Accelerate Digital Transformation at Scale by Automating Delivery of Enterprise Services with..

November 7, 2017

1Desk™, the world’s first AI platform to combine cognitive and autonomic technologies, will fully automate shared enterprise services New York, November 7, 2017-..

IPsoft Equips Businesses to Accelerate Digital Transformation at Scale by Automating Delivery of Enterprise Services with 1Desk™

November 7, 2017

1Desk™, the world’s first AI platform to combine cognitive and autonomic technologies, will fully automate shared enterprise services
New York, November 7, 2017- IPsoft, the leader in enterprise AI, today announced its visionary new platform for business users, 1Desk™, that enables businesses to accelerate digital transformation and stay competitive in the digital economy. For the first time, enterprises will be able to draw on a digital labor pool of cognitive agents, virtual engineers and virtual administrators in order to automate entire end-to-end processes, from HR and IT, to Finance and Administration. Employees will no longer have to navigate multiple systems but instead channel all their requests and queries through a single cognitively-enabled interface to access a full suite of enterprise services 24-by-7. Although the average cost of Selling, General and Administrative (SG&A) expenses across industries sits at around 25% of sales1, this can be considerably higher in major industries including Financial Services (41%) and Healthcare (38%). The level of automation made possible by 1Desk™ could cut this to a fraction of the cost. At the same time, employee productivity is set to rise sharply as dedicated personal digital support will eliminate the time wasted by filling out cumbersome forms and waiting for routine tasks to be completed. “1Desk™ is the unified service desk that converges the front and back offices. It directly connects business users to the applications that service them, disintermediating large segments of IT and business operations. 1Desk™ improves the Net Promoter Scores not only for IT, but for HR, finance, helpdesk, facilities and administrative tasks. The big difference to 1Desk™ is that it has cognitive competence so it can understand business users directly, and service their requests through automated digital labor, not by armies of people,” said Chetan Dube, CEO of IPsoft. Uniquely, 1Desk™ will be able to target the inefficiencies that lie in processes running across different functions. For example, the comprehensive process knowledge capabilities of Amelia, IPsoft's market-leading cognitive agent embedded in the 1Desk™ platform, can act as the glue to unify the implications of policy changes across all supporting enterprise systems by automatically updating intelligent workflows. In the $6.3 trillion 2 race for digital renovation, manual processes have become a stumbling block for operational efficiency and market growth. Static point solutions that automate single steps in the process limit the speed of change that is required to compete with companies that were ‘born-digital’ as well as traditional competitors that are on a fast track to digital adoption. Through machine learning, 1Desk™ facilitates rapid improvement and industrializes a cycle of continuous improvement and learning from every interaction with business users. Exceptions that are managed by human engineers and administrators within 1Desk™ are recorded at all times so that a stream of new intelligent automation is generated, speeding up the ability to implement new efficiencies going forward. Carestream Health, a global provider of medical imaging systems and IT solutions, will be the first Beta customer for 1Desk™. “1Desk™ introduces AI innovation on a grand scale, opening up the possibility to set a new standard for cognitive-enabled business processes in terms of both speed and quality,” said Gerson Benker, Vice President of IT Operations at Carestream. “We are excited at the prospect of employing 1Desk™’s end-to-end automation capabilities within our strategy in order to provide an even better experience for our business users and customers.” The vastly increased automation of business processes enabled by 1Desk™ represents a radical shift in the operating model for enterprise organizational models. In the future, the execution of tasks will be predominantly fulfilled by Digital Labor. Human talent will focus on managing and directing the further development of automation. IPsoft facilitates the creation of a Digital Labor Studio within organizations to orchestrate the rapid development of a continuously improving Digital Workforce. This unique hub of digital enablement talent will coordinate the work of automation engineers, data scientists, linguists, business analysts, user-experience designers and system integrators to deliver on the full value of 1Desk™. 1Desk™ is created on a foundation of market-leading technology. Amelia is widely recognized as being at the forefront of conversational AI platforms and was recently described by industry analyst firm Ovum as being suitable for enabling entirely new customer channels. IPsoft’s autonomic technology has been spearheading transformation at scale for more than 15 years and is noted by research analyst Everest Group as the leader in IT automation. 1 SG&A Benchmarks, Schonfield & Associates 2 IDC Worldwide Semiannual Digital Transformation Spending Guide, May 2017 About IPsoft IPsoft, the leader in enterprise AI, automates IT and business processes for enterprises across a wide range of industries by deploying Digital Labor. Through its portfolio of world leading autonomic and cognitive solutions, IPsoft provides services that allow its clients to secure competitive advantage. Headquartered in New York City, IPsoft has 18 offices in 15 countries across the world and serves more than 500 of the world’s leading brands directly as well as more than half of the world’s largest IT services providers. Contact IPsoft Daniela Zuin, +1 212 708 5521 Marketing Director, IPsoft daniela.zuin@ipsoft.com


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Opinion

Q&A: Gerson Benker, a Believer in AI for the Enterprise

November 14, 2017

Gerson Benker of Carestream Health addresses the audience at IPsoft’s Digital Workforce Seminar at Gartner Symposium/ITxpo in Barcelona.   Gerson Benker is..

Q&A: Gerson Benker, a Believer in AI for the Enterprise

November 14, 2017

Gerson Benker of Carestream Health addresses the audience at IPsoft’s Digital Workforce Seminar at Gartner Symposium/ITxpo in Barcelona.  

Gerson Benker is a believer in AI for the enterprise.

As Vice President of IT Operations at Carestream Health, a global provider of medical imaging systems and IT solutions, Benker oversees an IT environment that spans 100 countries, with internal operations servicing 7,000 users worldwide (in multiple languages) including field service and sales representatives. Carestream maintains an internal cloud-based platform for radiology and diagnostics information, as well as a dental practice management system that provides lifecycle services to dental offices, from making appointments through running diagnostics. Benker previously implemented IPcenter to maximize Carestream’s IT operations. As a 1Desk Beta customer, he’s now preparing to leverage the end-to-end automation and cognitive capabilities in 1Desk with Amelia, the industry’s leading intelligent agent, for shared enterprise services across Carestream. Last week (Nov. 7), Benker appeared alongside IPsoft CEO Chetan Dube as he unveiled 1Desk at Gartner Symposium/ITxpo in Barcelona. We spoke to Benker about the importance of AI and automation in healthcare, and his insights on how 1Desk will impact his organization.   Why are AI and automation particularly relevant to healthcare? In the healthcare sector, there is very little margin for error. It is a very heavily regulated environment, an environment that needs fast action. It needs action that is spot-on the first time and you don’t get a lot of chances to get things right, especially when you deal with patients and patient diagnostics. It’s important to automate as much as you can to take human error out of the equation.   As a 1Desk’s Beta customer, what kind of operations will 1Desk support? Things like end-to-end user provisioning. For example, a new user comes onboard, like a new salesperson in a different time zone [from IT support operations], and needs to be onboarded fast without any mistakes. Another example is permissions in our cloud for nurses and for doctors to look at the right kinds of [medical] images, and permissions for access to the right kinds of data, which is very important when it comes to data privacy and HIPAA laws around the world. You cannot make a mistake when providing access to doctors and hospital staff. Imagine a mistake that gives access to patient data to the wrong hospital. These mistakes won’t happen in 1Desk.   Where will the speed of 1Desk help the business? For example, a doctor in a hospital who needs access to a system could put in a 1Desk request in the middle of the night and within minutes this could be handled without the involvement of any service desk personnel. We’ve centralized our IT Operations into a single location in the US, so with everything in one country, this can cause delays if you’re in another time zone. Those delays are automatically out of the picture with 1Desk.  

Business users shouldn’t have to know too much about the technology — it should be so good and so smooth they just don’t notice, and systems simply work.

Gerson Benker, Vice President of IT Operations, Carestream Health

  How do you manage the organizational change required to absorb automation and cognitive technology into your operations? Often, people don’t want to change what they have done for past 30 years and resist automation. You need to convince them their skills are better used for higher-quality tasks and projects. For their own careers, they need to get away from repetitive tasks and reskill and learn new things for the future. Then there are younger millennials who come into our company who actually don’t want to do all of these administrative tasks. As the workforce shifts, in order to keep up with the younger workers, you actually have to automate repetitive tasks, because those workers don’t want to do these things anymore. It’s going to be hard to attract and retain younger workers unless you automate, and the pressure to introduce AI technology will only increase. The first step with IPcenter was a big step, because it was a new interface. You have to do [AI] in phases, and pick people who are advocates and who are open-minded, who can be champions for these technologies within their own divisions. With Amelia and 1Desk, we think the technology will be so good that users won’t really be aware of the implementation, they’ll just notice that it works and delivers benefits.   What kind of skills are you looking for in order to take your AI/innovation strategy forward? We’re looking for skills like requirements gathering, understanding business operations, and helping business partners translate business needs into an IT solution. It’s not just about people executing in the back room. The days of executing tasks in the back room are long gone. No-one should be planning to run a datacenter — the datacenter should run itself. People who want to create innovative solutions, who are good at managing projects and development work: those are the people we are looking for.   In your opinion, what makes 1Desk different form other technologies? The end-to-end automation and running entire processes at scale. That the system is teachable, and that it can learn. You’re not stuck at one level, there’s no specific customization required. If you teach 1Desk to solve your problems, it will retain that knowledge and get smarter as time goes on, and the automation will automatically increase over time. No other system that I’ve looked at or that I’m aware of in the industry can do that. [With other technologies] you can program certain customizations, but they do not have the self-learning capabilities or the end-to-end automation like 1Desk. Ultimately I just want people to see the benefits. Business users shouldn’t have to know too much about the technology — it should be so good and so smooth they just don’t notice, and systems simply work.


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Opinion

Introducing the Digital Labor Studio With 1Desk™

Allan Andersen, Director of Enterprise Solutions, IPsoft | November 9, 2017

IPsoft this week announced 1Desk, the fusion of autonomics, cognitive and analytics for users to connect with any service within their enterprise: IT, Finance, HR or..

Introducing the Digital Labor Studio With 1Desk™

Allan Andersen, Director of Enterprise Solutions, IPsoftNovember 9, 2017

IPsoft this week announced 1Desk, the fusion of autonomics, cognitive and analytics for users to connect with any service within their enterprise: IT, Finance, HR or Administrative. 1Desk is packed with multiple innovations based on our automation experience with IPcenter and our cognitive expertise with our virtual agent Amelia. 1Desk brings together the IT front-office (service desk) and back-office (operations) into a cohesive solution where virtual cognitive agents, autonomics and humans work toward a common goal of delivering unified business services of continuous improvement. What’s more, 1Desk is designed to encourage organizations to embrace a future where autonomic and cognitive technologies work alongside their human counterparts solving business and IT issues. This will take a convergence of people, process and technology into a true Digital Workforce, sparking board-level discussions and debates about how to build this workforce and how to best bring this vision into focus. One of the Digital Workforce innovations within 1Desk is the Digital Labor Studio (DLS), a nexus of technology, process, resources and talent which is designed to drive new efficiencies through intelligent use of different AI and automation technologies. The DLS constantly analyzes the processing, remediation and optimization of the work occurring in 1Desk, driven by a team of automation and cognitive engineers who are guided and aided by ITIL processes and AI technologies. With 1Desk at the center, building the DLS will be a journey for many organizations. A good first step in that journey is for customers to look at how they’re already using ITIL as a guide in IT support, consider how 1Desk can significantly improve and greatly elevate their IT operations, and then expand the use of 1Desk to encompass other business services.

ITIL processes for Managing IT
Think about how we currently manage the IT environment. We use ITIL as a guide to drive incidents, changes, requests, problems etc.  through standardized process flows, and within the processes, tickets can get automatically escalated, dispatched or even resolved automatically. Before tickets get into a process flow we use various methods such as filtering, event correlation, service catalogs and perhaps even machine learning algorithms and semantic analysis (NLU) to read incoming email. The goal of all this is to route and resolve tickets as efficiently and cost-effective as possible. Then after that? Yes, as people often remind me, Continual Service Improvement (CSI) is part of ITIL, and ITIL considers CSI as a critical method of creating a culture focused on continual improvement, where everyone involved in the service delivery lifecycle takes ownership and responsibility to advance services over time. But how many organizations have actually successfully implemented CSI as part their ITIL program? By successful, I mean an industrialized approach with measurable impact on operations. I would be willing to bet it’s less than a majority.
Building Digital Labor
1Desk is a platform built for continuous improvement by recording and learning from everything humans are doing to resolve tickets and issues affecting various services. Every ticket that gets resolved creates a new ticket with all the relevant info related to how the issue was solved. Did the person consult a SOP (standard operating procedure), look into the CMDB (configuration management database), connect to a remote system, and/or run commands? What was the output of those commands, and how quickly was this done? Was an incident escalated, did an automation run, and did it resolve the issue? Ideally, some of these tickets can be directly turned into approved automations which will automatically resolve the same situation next time – which is a core mission of 1Desk. Within 1Desk, all these tickets now enter a new process for extracting knowledge, insight, trends and building blocks for creating new -- and improving existing -- digital labor solutions. Similar to the operational environment, tickets are correlated, analyzed, and prioritized using algorithms, machine learning and rules to guide into and through new workflows. Let me give two examples of how 1Desk optimizes and improves IT management:
  • Yesterday, somebody in operations solved three issues with Oracle. Everything was recorded, process flows were automatically built, resolution results were documented and now the tickets sit in the queue for the automation engineer responsible for building the Oracle “Virtual Engineer.” This engineer will use 1Desk to inspect the resolution and generated content to determine how the improve the existing Oracle automation solution.
  • Over the past weeks, the service desk has been seeing an increase in the number of requests for troubleshooting access and resetting passwords for various mobile applications. This is likely caused by mobile OS upgrades. Currently, these tickets are solved by service desk staff using a Mobile Device Management (MDM) solution as well as going into identity and access management. 1Desk semantically analyzes the tickets and identifies the trend. Cognitive engineers are assigned to train Amelia to recognize and resolve these requests by analyzing and using the content generated from the tickets, and how agents executed the troubleshooting and resolutions. The integration specialist and automation engineers collaborate to do their backend work. All of this, it should be noted, occurs without users or those who submitted the tickets even realizing it, until the same tickets or issues crop up again. At that point, users might notice their tickets are resolved even faster, if not almost instantaneously.
The continuous creation and prioritization of opportunities based on analytics is key to the success of any automation project. This is often cited as one of the key failures of such projects, which is why we have built that process into the core operations of 1Desk.
The Digital Labor Studio Team
The Digital Labor Studio (DLS) converges people, process, and technology into a contemporary Digital Workforce. The DLS team is one that organizations can potentially create with their adoption of 1Desk, as part of a broader digital and human resource model. The DLS team itself is relatively small – compared to the operational team – and work being done here is not about scripting solutions or using decision trees, but rather more modern design thinking that can permeate the approaches. Let me make a few things very clear:
  • For the core DLS team, this is their role in the organization, it is not a part-time job.
  • It is a multi-disciplinary team working closely with subject matter experts (SMEs) from the rest of the organization.
  • Creating a DLS team does not require an organization to hire dozens of employees; many of the skills may already exist within an organization, and others can be added incrementally over time.
Core DLS members are cognitive engineers and automation engineers, however architects, data scientists, linguists, integration specialists, QA engineers and project coordinators also play critical roles on the team(s). The work environment is similar to an Agile development environment, with backlogs, MVPs, roadmaps and daily stand-ups. Just like CSI in ITIL, this is a very metrics-driven approach to recognizing and quantifying opportunities for improvement.
Creating a different experience for business users
This is not all about efficiencies -- solving things faster and cheaper -- but also about a higher level of service being delivered. Imagine requesting access to a new application via Amelia in common language and instead of receiving the “usual” response – it will take about two hours – Amelia comes back with a calculated estimate of 21 minutes. This is based on similar requests that 1Desk has fulfilled previously, the length of the current approval queue, and the level of urgency associated with the request. The cognitive competence that 1Desk can provide elevates current service delivery to new levels of quality and competency. The Digital Labor Studio is a new concept for a collection of collaborative talent, but the concept itself should not be foreign to organizations that already have a great familiarity with ITIL processes. Indeed, ITIL is a beating heart inside 1Desk, which extends ITIL’s concepts of continual service improvements and adds new capabilities with intelligent automation and cognitive technologies embedded inside. 1Desk can drive organizations to rethink how they approach service delivery, with a new Digital Workforce at the wheel.


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Press Releases

IPsoft First Artificial Intelligence Provider to Join GovDC Marketplace in New South Wales

November 2, 2017

SYDNEY – November 2, 2017 – IPsoft, the leading global provider of cognitive solutions, has been added to the New South Wales GovDC Marketplace, a..

IPsoft First Artificial Intelligence Provider to Join GovDC Marketplace in New South Wales

November 2, 2017

SYDNEY – November 2, 2017 – IPsoft, the leading global provider of cognitive solutions, has been added to the New South Wales GovDC Marketplace, a whole-of-government procurement solution for technology services, marking the first time an Artificial Intelligence (AI) solutions provider has been included. This opens the door for a wide range of departments and agencies in the state to benefit from the efficiencies of IPsoft’s Autonomic IT Infrastructure Management platform, IPcenter, and the company’s market-leading cognitive virtual agent, Amelia. The NSW Government is widely regarded as the most advanced Australian state and has repeatedly proven to be the only digital-ready state government, leading the country in seeking to implement cutting-edge technology within government operations and customer experience. “The GovDC Marketplace is focused on assisting government agencies to deliver fast, cost-effective and reliable solutions to NSW citizens through as-a-service and cloud capability solutions. Our pre-qualified suppliers are a vital part of that, with agencies able to choose the right solution for them based on the hybrid IT value proposition of each supplier,” said Simon Geraghty, Executive Director, NSW Government Technology Platforms, Department of Finance, Services and Innovation. “We see significant potential in helping government departments and agencies leverage breakthrough AI technology that will deliver a radically more efficient level of service to citizens. Amelia can transform internal and citizen-facing processes that require a conversationally-intelligent virtual agent to deliver an exceptional customer experience at scale,” said Andrew Winlaw, Vice President of IPsoft Australia & New Zealand. “We also see a huge opportunity to reduce resolution times and improve reliability within the IT infrastructure by leveraging IPcenter’s virtual engineers.” IPcenter is noted as the leader in IT operations automation by market analyst firm, Everest Group. The group’s recent PEAK Matrix Assessment recognized the platform’s high market impact and outstanding vision and capabilities. Amelia’s unique combination of natural language dialogue, dynamic learning and decision making is widely acclaimed by market analysts. Ovum’s recent report IPsoft’s Amelia: More than a Chatbot, highlights how Amelia can be the enabler of holistic change to business processes across a wide range of industries including government services, banking, insurance, retail, telecoms and travel. Amelia and IPcenter can be accessed on NSW’s GovDC marketplace via this link. About IPsoft IPsoft automates IT and business processes for enterprises across a wide range of industries through the use of digital labor. Through its portfolio of world-leading autonomic and cognitive solutions, it provides services that allow its clients to secure competitive advantage. Headquartered in New York City, IPsoft has offices in 18 countries across the world and serves more than 500 of the world’s leading brands directly as well as more than half of the world’s largest IT services providers. Contact Daniela Zuin, Tel: +1 212 708 5521 Marketing Director, IPsoft daniela.zuin@ipsoft.com Andrew Winlaw, Tel: +61 2 8075 4688 Vice President of IPsoft Australia & New Zealand andrew.winlaw@ipsoft.com


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