Implementation of BMC chatbot by Xcession

reduces Service Desk contacts by 45%

Implementation of BMC chatbot 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;

  1. Detect the intent of the user

  2. Take appropriate action and give the user what they want via Natural Language Processing (NLP)

  3. Measure and continually improve

The Solution

Xcession deployed the BMC Helix Chatbot and successfully integrated it with all of 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.

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;

  1. Detect the intent of the user

  2. Take appropriate action and give the user what they want via Natural Language Processing (NLP)

  3. Measure and continually improve

The Solution

Xcession deployed the BMC Helix Chatbot and successfully integrated it with all of 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

 

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