TechTarget, a leading online publication serving enterprise CIOs, recently profiled Credit Suisse Group’s Director of Digital and Cognitive Services Jennifer Hewit and her company’s AI journey to reinvent its global IT service desk via Amelia.
Credit Suisse hired Amelia to be an always-available channel of IT support for the bank’s 76,000 users spanning 40 countries. Amelia automates many simple repetitive IT tasks, which delivers quicker resolutions to users and frees experienced human desk agents to focus on more complex or unique challenges.
The piece, titled “An 18-month-old virtual agent at Credit Suisse gets its bearings,” dives into lessons Hewit learned since Amelia went live a year and a half ago. Her first takeaway from her AI journey was that in order to create a “more humanistic and user-design focused” experience, she needed to diversify her Cognitive Center of Excellence (CCoE) beyond the IT world to include non-typical experts such as neuroscientist and a computational linguist.
As I went on this journey, I recognized that if I continue to only have service desk experts be the primary people building the brain, then Amelia would sound like an IT person.
— Jennifer Hewit, Credit Suisse
“As I went on this journey, I recognized that if I continue to only have service desk experts be the primary people building the brain, then Amelia would sound like an IT person,” Hewit said. “And if I put myself in the position of our users, half the time, they don’t understand how we communicate about IT.” (You can read more about Hewit from her presentation at the 2018 Digital Workforce Summit (DWS), including her approach to creating her unique CCoE here.)
The article also explains Hewit’s evolving view of communicating and messaging Amelia’s capabilities to employees. “There’s generally some resistance around the things that people don’t understand. And Artificial Intelligence is definitely one of those things,” she said. “I knew that I was going to fight adoption if I didn’t change my communications strategy.” Hewit then changed how she sold Amelia by highlighting the benefits of a new channel of communication that would address issues faster than a human-only service desk. (You can read more strategies for preparing your workers for AI here, here and here.)
Since going live more than a year ago, Amelia has become the first line of IT service for many Credit Suisse employees and quickly improved her recognition to 87%. Companies thinking about embarking on their own journeys with a cognitive AI system like Amelia can learn from innovators like Hewit and Credit Suisse on how to make such a deployment successful.