Implementation of BMC Helix Virtual Agent by
Xcession reduces Service Desk contacts by 45%
Implementation of BMC Helix Virtual Agent by Xcession reduces Service Desk contacts by 45%
Background
The client, a global media organisation, wanted to provide another channel for users and enable more self-service. In-depth analysis was carried out on existing incidents to identify use cases that would add value to the user community as well as aid in call deflection. The objective of all use cases was;
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Detect the intent of the user
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Take appropriate action and give the user what they want via Natural Language Processing (NLP)
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Measure and continually improve
The Solution
Xcession deployed the BMC Helix Virtual Agent and successfully integrated it with all application components —BMC Helix Innovation Suite, Digital Workplace, Knowledge Management, Live Chat and Helix ITSM.
These are underpinned by the Natural Language Processing (NLP) component which uses IBM Watson and delivers effective service via a conversational manner.
Over 50 high value Use Cases have been developed across 17 areas and more are being prepared all the time.
After 5 months in the production environment, and with ongoing improvements to the Chatbot, the feedback from users is extremely positive, especially around the submission of service requests.
Background
The client, a global media organisation, wanted to provide another channel for users and enable more self-service. In-depth analysis was carried out on existing incidents to identify use cases that would add value to the user community as well as aid in call deflection. The objective of all use cases was;
-
Detect the intent of the user
-
Take appropriate action and give the user what they want via Natural Language Processing (NLP)
-
Measure and continually improve
The Solution
Xcession deployed the BMC Helix Virtual Agent and successfully integrated it with all application components —BMC Helix Innovation Suite, Digital Workplace, Knowledge Management, Live Chat and ITSM.
These are underpinned by the Natural Language Processing (NLP) component which uses IBM Watson and delivers effective service via a conversational manner.
Over 50 high value Use Cases have been developed across 17 areas and more are being prepared all the time.
After 5 months in the production environment, and with ongoing improvements to the Chatbot, the feedback from users is extremely positive, especially around the submission of service requests.
Results
Reduction of Live Chat sessions since go-live of Chatbot
13,000 interactions with Chatbot in 6 months
Top 20 service catalogue items available via Chatbot
Approximately 850 unique users per month
We are very pleased with the effectiveness of the Chatbot and further use cases are being defined to help make it even more efficient at dealing with user requests
Service Desk Lead, Global Media Organisation
If you would like further information on this case study, or other projects that Xcession has been involved with, please contact us info@xcession.co.uk
Results
Reduction of Live Chat sessions since go-live of Chatbot
13,000 interactions with Chatbot in 6 months
Top 20 service catalogue items available via Chatbot
Approximately 850 unique users per month
We are very pleased with the effectiveness of the Chatbot and further use cases are being defined to help make it even more efficient at dealing with user requests