“ Where we pivoted quickly was ensuring a use case with quantifiable outcomes, then working backwards from there”
LEON BUTLER, CEO UK & I, IBM
The resulting solution combines natural language processing with workflow automation to route and resolve queries.“ You can literally ask for something in natural language, and that agent will make a decision to either set off an email or go to the HR system at the back end and actually work that route out for you,” he explains.
The metrics from this implementation illustrate the productivity potential. Help desk issues have been reduced
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