One of the main purposes of the annual Digital Workforce Summit (DWS) is to bring AI to life. We didn’t just want to discuss AI — we wanted to show AI in action.
To do this, we built the DWS Experience AI Pavilion — a collection of booths and displays featuring real-world IPsoft use cases presented by our clients and partners. Unlike other industry events, the Pavilion provided an unprecedented level of hands-on interactivity led entirely by client companies — ones that are using automation and cognitive technologies to make their businesses even better. This is the next in a series of posts profiling Pavilion exhibitors.
In this post, we’ll highlight three IPsoft partners — GDT, Alvarez & Marsal, and TEKsystems — that had a presence at the Experience AI Pavilion. These companies and their applications of IPsoft technology portray the diversity of our solutions, the breadth of existing IPsoft use cases and the many ways our solutions help businesses achieve maximum efficiency.
GDT: Amelia for Pre-Sales Support
GDT is a longtime IPsoft partner that has implemented dozens of IPcenter and Amelia deployments for clients, and that is in the process of transitioning its IPcenter deployments to 1Desk. This migration includes a total replication of IPcenter features and skills, combined with Amelia for front-end service desk interactions and conversations.
During GDT’s Pavilion demonstration, the IT solutions company illustrated the ways in which Amelia can be used to request pre-sales support for sales teams using Salesforce’s CRM solution. A sales professional makes such a request in order to create pre-sales material for an upcoming prospect engagement. The salesperson provides Amelia with the scope of the project, including deadlines and required materials, and identifies the prospect. Amelia searches Salesforce to find an engineer who meets those specifications, then automatically sets up a meeting between the salesperson and the pre-sales engineer.
GDT also demonstrated how Amelia works with ServiceNow and GDT to handle basic IT service desk requests, such as device procurement for laptops, ticket status checks and general Microsoft Office troubleshooting.
Alvarez & Marsal: Faster Resolution Times
Alvarez & Marsal (A&M), a leading global professional services firm, demonstrated to Pavilion attendees how it worked with an insurance client to adopt IPcenter and revamp the company’s technology ecosystem. Previously, the client under-invested in technology and user experience suffered, with systems failing daily as the result of poor monitoring.
A&M recommended that the client not simply update its monitoring, but overhaul its IT ecosystem. This would produce a higher and more accurate number of monitoring alerts as issues occurred, as well as enable the client to handle the increased volume. IPcenter was able to help the insurance company automate basic resolutions and provide faster resolution times for events that required human intervention.
TEKsystems provides advisory services for companies undergoing digital transformations. The company helps its clients build solutions that fit specific business needs. The firm’s Pavilion demo focused on a healthcare implementation that allows users to converse with Amelia to create and process insurance claims, discuss benefits information, select benefits packages and more.
TEKsystems guided Pavilion attendees through how a user would choose a benefits package. The user first answered basic questions — name, address, marital status, number of dependents, etc. — then answered preference-based questions pertaining to insurance coverage. Amelia collected this information and built a list of benefits package options. Based off of specific personal responses, Amelia presented the user with package highlights that would help the user sort through complex plan information. Once the user selected a plan, Amelia allowed him to register within her user interface.
For more real-life examples of how AI is changing customer experiences, be sure to read our extensive coverage of DWS 2019.