Ciphix was challenged to build a chatbot, using Conversational Automation, RPA and Machine Learning. We started developing and shortly thereafter, we introduced our client to their new virtual assistant. Their new (digital) colleague is able to answer knowledge-based questions and to redirect users to the self-service portal. In some cases, the robot instantly processes self-service requests within back-end systems. The solution is designed to perform the following tasks:
- Receive chat message as input from employees
- Recognise the content of the message
- Respond to employee with the requested information
- Asks human to evaluate the robot’s performance
The best thing about their new virtual assistant is that it’s self-learning: it increases its performance and accuracy through the use and feedback of its human colleagues. Now that the virtual assistant handles all service requests, over 800 hours are saved annually. Thanks to their new digital colleague, employees at the service desk have time to focus on more rewarding tasks. Additionally, the chatbot increases the user satisfaction, since it reduces the resolution time of a service request.
We have successfully implemented a chatbot at our client’s service desk. As a result, knowledge-based questions are automatically answered and the self-service portal is correctly used. Human employees are no longer bound to manually processing service requests and can focus on more value-adding activities instead!