Download PDF
Kore.ai > Case Studies > German multinational bank deploys IT support virtual assistant to achieve 40% containment
Kore.ai Logo

German multinational bank deploys IT support virtual assistant to achieve 40% containment

Technology Category
  • Analytics & Modeling - Natural Language Processing (NLP)
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Finance & Insurance
Applicable Functions
  • Business Operation
  • Human Resources
Use Cases
  • Chatbots
  • Facial Recognition
Services
  • Software Design & Engineering Services
  • System Integration
The Challenge
The multinational bank employees over 78,000 workforce worldwide. This workforce uses various internal portals to get their IT service requests resolved, whether it is installing a new software program, requesting a hardware service or replacement, or simple login or password reset issues. The first mode of contact for IT support was ServiceNow. Typically, agents took anywhere between a few hours to a day to resolve these queries. This hampered the employees’ ability to perform tasks and impacted productivity. Moreover, the high volume of IT tickets meant agents would abandon 10% of the queries. Due to high churn rates, hiring, training and managing service desk agents resulted in overall high operational costs as well. When the financial services company assessed employee queries, they appeared to be repetitive in nature. Further, they figured that the staff found it cumbersome to search for solutions to common questions on the intranet. The search resulted in ambiguous answers and longer wait times connecting to an agent added to the frustration.
About The Customer
The leading multinational investment bank and financial services company is headquartered in Frankfurt, Germany. The bank operates in 58 countries with a large presence in Europe, the Americas, and Asia. It has more than 78,000 employees worldwide. The bank's employees use various internal portals to get their IT service requests resolved, whether it is installing a new software program, requesting a hardware service or replacement, or simple login or password reset issues. The first mode of contact for IT support was ServiceNow. However, the high volume of IT tickets meant agents would abandon 10% of the queries. Due to high churn rates, hiring, training and managing service desk agents resulted in overall high operational costs.
The Solution
To improve the existing inefficient process, the company decided to deploy an AI-powered Virtual Assistant to answer the FAQs and integrate the backend IT support systems, ServiceNow, to route high-priority requests to live agents. A virtual assistant pre-trained with 100+ common IT support tasks was developed and deployed as a front-facing self-service option on the internal web portal. Kore’s visual dialog builder was used to prototype and build dialogs around use cases such as new joiner quickstart, approve/ assign requests, software/hardware service requests, answer security and password queries, and more. As its an on-premise deployment, the assistant was implemented using containers and integrated with ServiceNow. In case the virtual assistant is not able to answer the question, the bot seamlessly routes the query to a ServiceNow chat instance where the live agent can take control.
Operational Impact
  • The bot helped employees with other routine tasks such as installation of software/group directory, around important intranet sites, Skype installation, Avaya setup, troubleshooting guide for common issues against Internet Explorer, dbRAS (for external employees), Outlook, Skype, VMR, Avayria, DB desktops on demand, advice around working from home, news and announcements that navigate the user to relevant internal portals.
  • Integration with ServiceNow helped the bot to fetch open incidents and service requests raised by the user, escalate an incident or service requests, connect to a ServiceNow livechat agent when the bot isn’t trained to answer the query.
Quantitative Benefit
  • 100% Interactions handled by the VA
  • 40% containment achieved
  • 70K tickets per month handled by the VA

Related Case Studies.

Contact us

Let's talk!

* Required
* Required
* Required
* Invalid email address
By submitting this form, you agree that IoT ONE may contact you with insights and marketing messaging.
No thanks, I don't want to receive any marketing emails from IoT ONE.
Submit

Thank you for your message!
We will contact you soon.