A municipality approached us with an inefficiency: even though they had a self-service portal for submitting service requests, their service desk still had to process up to 5,000 service requests manually. Shortly thereafter, we introduced our client to their new virtual assistant. The implemented chatbot leads to improved communication between the ICT service desk and the employees.
Before starting their automation journey, our client noticed that their ICT service desk was completely overwhelmed with on average 5.000 service requests per month. Our client is a municipality that requires employees to send a service ticket in order to process the request. Sending a ticket can be done through the self-service portal. However, the majority of these tickets are submitted through email or phone because most employees have no knowledge of where to find this portal. Another inefficiency of this self-service portal is that often the wrong forms are filled in. As a result of these inefficiencies, most tickets are still processed manually by the service desk employees.
Processing these tickets manually is not only inefficient but also time-consuming. The majority of the service requests cannot be validated instantly, with a long resolution time as result. However, these requests are repetitive, rule-based, and have the opportunity to be resolved by predefined answers, which means that Conversational Automation can be the perfect solution.
Months to ROI
Hours saved annually
Of effort automated