As we’ve mentioned in previous posts, the problem with most organizations’ business processes is that when an issue arises, someone calls or emails a service desk employee, which initiates a chain of interactions between humans that’s often riddled with downtime, delays, and errors. A support employee picks up the call, opens a ticket, and dispatches it to a back office expert. That person attempts to fix the issue, but needs more information, so the request is sent back. “Now you’re down to two hours of middleware ticket opening, another two hours responding back, another two hours fixing it. It takes 8-10 hours to get a real request fixed,” said IPsoft Founder and CEO Chetan Dube during his keynote address at the Digital Workforce Summit 2018.
Although this process has served companies well for decades, the latency between filing a ticket and getting a problem resolved takes far too long. Thanks to autonomics solutions, such as IPsoft’s 1Desk, automation and cognitive-based Artificial Intelligence (AI) help turn time-consuming ticketing into streamlined resolutions driven by machines.
The goal of 1Desk is to fix everything in IT environments automatically, and if human engineers are required to be involved, the system monitors, learns and extracts data from their manual efforts. 1Desk records the steps that human engineers take to resolve issues and automatically builds new automations based on those steps. The goal is that every manually performed resolution is recorded, analyzed, and utilized to build new automations.
1Desk is also designed to help workers outside of the IT department. By connecting to a company’s information systems, 1Desk allows companies to streamline or automate virtually all information-gathering and back office transactions.
As Dube said, “It’s time to depart from incrementalism.”
How 1Desk Connects the Back Office with the Front Office
1Desk serves as an enterprise platform that can span a company’s entire business ecosystem, from help desk to HR, to finance, to e-procurement. Today, the people in these groups are functioning independently, and they’re overwhelmed by the required processes, with excessive communication and interruptions. To file expense reports, they open System A. To take a day off, they open System B. To file an IT request, they open System C. The list of software goes on and on. Just remembering passwords can be an impossible task to manage.
Amelia, IPsoft’s cognitive AI system that comes as part of the 1Desk platform, can answer any questions front office workers have. When connected end-to-end, 1Desk integrates with corporate software systems, and can read and understand data contained within them. Amelia can then take action on a worker’s behalf, whether it be information-based or something transactional. For example: Amelia can answer questions, such as “How many days off do I have left?” or “What is the company’s policy for paid paternity leave?” However, Amelia can also help front office workers collect and process expense receipts. She can reset lost passwords, and send reminders to colleagues about specific deadlines when financial information must be submitted.
Rather than send an email to a helpdesk, or open a new web browser tab, users will type or speak a message directly to Amelia, who in the vast majority of cases can provide the answer or complete the task. This means the end of helpdesk emails, lengthy ticketing processes, and unnecessary tabbing between enterprise systems. Your IT environment will be accessible via one interface.
With Amelia and 1Desk, you can help your employees improve how they work, and how they interact with IT, to improve complex and everyday business processes. This inevitably leads to higher employee productivity and job satisfaction, and lower employee aggravation, as employees no longer need to navigate a maze of corporate systems to get information and do their jobs.