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Mature service management with A.I. - TOPdesk on Tour Denmark 2019

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Most service desks would like to increase their maturity. Allow end users to better help themselves, reduce distractions and repetitive tasks for operators, increase customer satisfaction, work pro-actively, be able to look ahead, prevent problems and be more in control of their processes. However, daily operations prevent them from spending time on this. In this presentation, Arvind explains how AI will enable service desks to make the shift to proactive service management and increase their maturity level. And he shares the AI ideas that TOPdesk has planned for the coming year.

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Mature service management with A.I. - TOPdesk on Tour Denmark 2019

  1. 1. TOPdesk on Tour#topdeskontour #topdeskontour Mature Service Management with Artificial Intelligence
  2. 2. TOPdesk on Tour#topdeskontour Arvind Ganga AI Lead
  3. 3. TOPdesk on Tour#topdeskontour #topdeskontour Contents What is Artificial Intelligence? Artificial Intelligence and Service Management TOPdesk and Artificial Intelligence
  4. 4. TOPdesk on Tour#topdeskontour#topdeskontour Artificial Intelligence • No clear definition of term “Artificial Intelligence” • Active field of research since late 1940s • Current technologies introduced in 1990s • Now coming available to everyone
  5. 5. TOPdesk on Tour#topdeskontour#topdeskontour Artificial Intelligence technologies 1. Computer vision 2. Natural language processing and understanding 3. Machine learning
  6. 6. TOPdesk on Tour#topdeskontour#topdeskontour Computer vision • Recognize objects • Track objects • Character recognition
  7. 7. TOPdesk on Tour#topdeskontour#topdeskontour Natural Language Processing • Understand what text is about • Recognize sentiment • Automatic translations
  8. 8. TOPdesk on Tour#topdeskontour#topdeskontour Machine Learning • Computers recognize patterns in data • Patterns are used in software • Functionality based on your own situation
  9. 9. TOPdesk on Tour#topdeskontour#topdeskontour Clustering: recognize similarities in data
  10. 10. TOPdesk on Tour#topdeskontour#topdeskontour Classification: learn properties of classes
  11. 11. TOPdesk on Tour#topdeskontour#topdeskontour Anomaly detection: recognize what is normal
  12. 12. TOPdesk on Tour#topdeskontour#topdeskontour Trend recognition: recognize trends & predict future
  13. 13. TOPdesk on Tour#topdeskontour#topdeskontour Personalized recommendations
  14. 14. TOPdesk on Tour#topdeskontour#topdeskontour AIToolbox 1. Computer vision 2. Understand natural language 3. Recognize similarities 4. Classify entities 5. Detect anomalies 6. Recognize trends 7. Personalize recommendations
  15. 15. TOPdesk on Tour#topdeskontour#topdeskontour Take-aways • Term “Artificial Intelligence” not well-defined • Currently: computer vision, natural language processing and machine learning • AI provides a technical “toolbox”
  16. 16. TOPdesk on Tour#topdeskontour#topdeskontour
  17. 17. TOPdesk on Tour#topdeskontour#topdeskontour Customer Operator Manager
  18. 18. TOPdesk on Tour#topdeskontour#topdeskontour Customers help themselves • Improve search • Personalized suggestions • Make right knowledge available • Translate into all supported language • Chatbot answers questions 24/7 • Virtual Assistant performs small tasks
  19. 19. TOPdesk on Tour#topdeskontour#topdeskontour Operator
  20. 20. TOPdesk on Tour#topdeskontour#topdeskontour
  21. 21. TOPdesk on Tour#topdeskontour#topdeskontour Registration • Fill registration automatically based on similar incidents • Remove registration completely
  22. 22. TOPdesk on Tour#topdeskontour#topdeskontour Prioritization Currently based on pre-defined metrics • Target date, SLAs, priority matrix • Days open, time spent, … With AI based on context: • Similar incidents • Caller sentiment • Anomalies • Predict customer satisfaction
  23. 23. TOPdesk on Tour#topdeskontour#topdeskontour Manager
  24. 24. TOPdesk on Tour#topdeskontour#topdeskontour Service desk in control • Notification on anomalies • Planning based on actual needs • Optimize room use • Pro-active problem management
  25. 25. TOPdesk on Tour#topdeskontour#topdeskontour Customer Operator Manager
  26. 26. TOPdesk on Tour#topdeskontour#topdeskontour AI transforms your service desk • Makes Shift Left more effective • Makes operators more effective • Service department knows what is happening • Service department can anticipate the future • Service department thinks along and thinks ahead
  27. 27. TOPdesk on Tour#topdeskontour#topdeskontour AI increases maturity
  28. 28. TOPdesk on Tour#topdeskontour#topdeskontour Service Excellence Maturity Model
  29. 29. TOPdesk on Tour#topdeskontour#topdeskontour Take-aways • Applications of AI for all TOPdesk users: customers, operators and managers • Applications of AI in all functionality • AI increases service department maturity
  30. 30. TOPdesk on Tour#topdeskontour #topdeskontour Contents What is Artificial Intelligence? Artificial Intelligence and Service Management TOPdesk and Artificial Intelligence
  31. 31. TOPdesk on Tour#topdeskontour#topdeskontour IntelligenceAugmentedArtificial
  32. 32. TOPdesk on Tour#topdeskontour#topdeskontour Strategy • Focus on Augmented Intelligence, not technology • Make AI integral part of TOPdesk • Build functionality ourselves • Enable third party solutions • Engage in partnerships with preferred suppliers
  33. 33. TOPdesk on Tour#topdeskontour#topdeskontour Categorization suggestions
  34. 34. TOPdesk on Tour#topdeskontour#topdeskontour Automatic translations of Knowledge Items
  35. 35. TOPdesk on Tour#topdeskontour#topdeskontour Chatbot in Marketplace
  36. 36. TOPdesk on Tour#topdeskontour#topdeskontour Virtual Assistant in Marketplace
  37. 37. TOPdesk on Tour#topdeskontour#topdeskontour Near future • Automatic translations of Knowledge Items • Response/resolution indication after submitting form • Recognize major calls • Identify structural problems • Make information easier to find
  38. 38. TOPdesk on Tour#topdeskontour#topdeskontour Small steps • Learn technology • Learn functionalities • Learn how users will respond • Agile approach: start small, gather feedback, and iterate
  39. 39. TOPdesk on Tour#topdeskontour#topdeskontour LongTerm Future • Use AI even if you don’t have data • New customers benefit from knowledge mature customers • Existing customers benefit from each other’s knowledge
  40. 40. TOPdesk on Tour#topdeskontour#topdeskontour What can you do? • Start collecting data • Build your knowledge base • Start with chat to prepare for chatbot / virtual assistant • Help us: allow us to use data for development
  41. 41. TOPdesk on Tour#topdeskontour#topdeskontour Key take-aways • AI will transform the world of service management • AI will help to make your service desk more mature • TOPdesk makes AI integral part of the product • We focus on Augmented Intelligence, not technology • Our first AI solutions are already available, more follow this year • Long term: every customer benefits from collective knowledge • For you: start collecting data, build knowledge base, use chat
  42. 42. TOPdesk on Tour#topdeskontour Questions?
  43. 43. TOPdesk on Tour#topdeskontour #topdeskontour Thank you!

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