Delighting Users through IT as Service.pptx
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This document discusses challenges with cross-team coordination and support requests across multiple channels without a centralized ticketing system. It proposes a single ubiquitous tool accessible through all applications, email, chatbot and portal to track tasks across teams, provide reporting capabilities, and include features like predictive analytics, knowledge articles and customizable workflows and SLAs. Major industry tools like ServiceNow and Jira are mentioned that provide such capabilities for IT service management, with ServiceNow being more enterprise-focused and supporting virtual agents. The benefits of such a system are listed as simple, ubiquitous interfaces, easy extensibility, streamlined workflows, reduced turnaround times and easy performance tracking.
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Conversational agents, or chatbots, are increasingly used to access all sorts of services using natural language. While open-domain chatbots - like ChatGPT - can converse on any topic, task-oriented chatbots - the focus of this paper - are designed for specific tasks, like booking a flight, obtaining customer support, or setting an appointment. Like any other software, task-oriented chatbots need to be properly tested, usually by defining and executing test scenarios (i.e., sequences of user-chatbot interactions). However, there is currently a lack of methods to quantify the completeness and strength of such test scenarios, which can lead to low-quality tests, and hence to buggy chatbots.
To fill this gap, we propose adapting mutation testing (MuT) for task-oriented chatbots. To this end, we introduce a set of mutation operators that emulate faults in chatbot designs, an architecture that enables MuT on chatbots built using heterogeneous technologies, and a practical realisation as an Eclipse plugin. Moreover, we evaluate the applicability, effectiveness and efficiency of our approach on open-source chatbots, with promising results.
Day 2 - Intro to UiPath Studio Fundamentals
In our second session, we shall learn all about the main features and fundamentals of UiPath Studio that enable us to use the building blocks for any automation project.
📕 Detailed agenda:
Variables and Datatypes
Workflow Layouts
Arguments
Control Flows and Loops
Conditional Statements
💻 Extra training through UiPath Academy:
Variables, Constants, and Arguments in Studio
Control Flow in Studio
"$10 thousand per minute of downtime: architecture, queues, streaming and fin...
Direct losses from downtime in 1 minute = $5-$10 thousand dollars. Reputation is priceless.
As part of the talk, we will consider the architectural strategies necessary for the development of highly loaded fintech solutions. We will focus on using queues and streaming to efficiently work and manage large amounts of data in real-time and to minimize latency.
We will focus special attention on the architectural patterns used in the design of the fintech system, microservices and event-driven architecture, which ensure scalability, fault tolerance, and consistency of the entire system.
"NATO Hackathon Winner: AI-Powered Drug Search", Taras Kloba
This is a session that details how PostgreSQL's features and Azure AI Services can be effectively used to significantly enhance the search functionality in any application.
In this session, we'll share insights on how we used PostgreSQL to facilitate precise searches across multiple fields in our mobile application. The techniques include using LIKE and ILIKE operators and integrating a trigram-based search to handle potential misspellings, thereby increasing the search accuracy.
We'll also discuss how the azure_ai extension on PostgreSQL databases in Azure and Azure AI Services were utilized to create vectors from user input, a feature beneficial when users wish to find specific items based on text prompts. While our application's case study involves a drug search, the techniques and principles shared in this session can be adapted to improve search functionality in a wide range of applications. Join us to learn how PostgreSQL and Azure AI can be harnessed to enhance your application's search capability.
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Delighting Users through IT as Service.pptx
- 1. Siddhartha D DELIGHTING USERS THROUGH IT AS SERVICE
- 2. DID YOU EVER USE AMAZON CUSTOMER SERVICE? 2022 Delighting Users through IT as Service 2
- 3. OUR TEAMS IT SERVICES BITSS, BITA+ SYSTEM OPS ManageEngine, System alerts, E-mail requests for coordination between teams INFRA OPS ManageEngine and other tools, E-mail requests for coordination with system- ops, dev, functional teams. DEVELOPMENT Azure DevOps, SAP CHaRM for change management, e-mails for task/ad-hoc requests APPLICATION SUPPORT SAP Post a query to ERPCC, email, phone 2022 Pitch deck title 3
- 4. CHALLENGES CROSS-TEAM REQUESTS Internal coordination of requests are not linked losing context, breaking SLAs and increasing to resolution EASE OF SUPPORT Most of the users expect instant support through multiple channels chat, email, embedded in applications NO SELF-SERVICE OPTIONS Users have limited knowledge or help to solve the qu TRACKING SLA AND ACCOUNTABILITY Work management, reporting, SLAs are prepared after crunching 10’s – 100’s of emails. Not transparent 2022 4 Delighting Users through IT as Service
- 5. WITHOUT TICKETING TOOLS, SERVICE REQUESTS AND ISSUES WOULD END UP LOST INSIDE A FLURRY OF EMAILS AND HANDWRITTEN NOTES 2022 5 Delighting Users through IT as Service
- 6. SOLUTION SINGLE UBIQUITOUS TOOL One tool accessible through all apps, email, chatbot, portal, chat TRACKING CROSS- TEAM TASKS REPORTING CAPABILITIES EASY TO USE 6 PREDICTIVE ANALYTICS KNOWLEDGE ARTICLES CUSTOM WORKFLOWS AND SLA
- 7. INDUSTRY TOOLS SERVICENOW • Cloud native Saas offering • Support myriad of applications for IT service management, HR, legal, and other organizations within the enterprise • Supports 3rd party integrations • 1.5L/year/10 users for help-desk • AstraZeneca, Equinix, GE capital are few major customers • ServiceNow is more enterprise-oriented and focused around ITIL • Supports virtual agents JIRA • Self-hosted and SaaS offering • More software developer-focused—is a household name when it comes to project management and collaboration tools • JIRA's web interface is intuitive. • 1L for premium version. • Twitter, Sotheby's, Spotify, BlackRock, and Splunk 2022 7 Delighting Users through IT as Service
- 8. BENEFITS 2022 Delighting Users through IT as Service 8 Simple, ubiquitous interfaces Easy extensibility Streamlined workflows Reduced turn-around times Easy of performance tracking at project level, team level, department level