It’s the End of the IT Service Desk as We Know it (and We Feel Fine)
Ayehu, a leader in intelligent automation, and Rulai (Rul.ai) announced a partnership to deliver a self-driving IT issue resolution offering powered by AI. The Rulai integration goes beyond the limitations of traditional chatbot communication capabilities to deliver virtual service agents (VSAs) that complete IT service desk work.
“Let’s face it, people hate calling the service desk, experiencing long waits on IVR and sometimes waiting hours just to get a password reset,” said Gabby Nizri, CEO of Ayehu.
Gabby added, “Ayehu and Rulai are disrupting the entire way the IT service desk works in enterprises today. Using the integrated solution, we eliminate the need for employees to call and wait for IT to solve their problems. Our chatbot VSA will perform these tasks, increasing productivity and employee satisfaction.”
IT service desk operation is extremely resource-intensive, with as much as 85% of the cost being labor according to some studies. Most of this work involves menial, repetitive tasks, that could easily be automated. This has led to the rise of chatbots, which can reduce the amount of human interaction considerably.
However, chatbots are often limited to basic interactions such as pointing the user to non-actionable static information pages, or at best, creating a well-formatted request that is then sent to a human operator for execution. Most chatbots use rule-based decision trees, have poor natural language understanding and limited ability to manage an ongoing dialog or execute a task. As a result, they are easily confused, and customers can become frustrated.
To address both limitations, Ayehu and Rulai have joined forces to create a solution that actually does the work.
Today, Rulai is a new Enterprise Conversational Computing Platform provider. Rooted in academia, the founding team has a combined 200 years of experience in AI research, published over 400 research papers and filed over 80 patents in advanced AI-based dialog management. It is the only SaaS platform in the market capable of supporting business teams in building Level 3 Virtual Assistants.
Enterprises in banking, insurance, retail, telco, and life sciences increasingly rely on human-centered automation to augment the work of customer service agents, as well as increase customer self-service capabilities across sales and support. Rulai’s easy-to-use platform allows business users to create and evolve virtual assistants with support from IT. Rulai has been recognized by Gartner, Forrester, and Bloomberg, and was named to the Forbes 2019 AI 50 list.
Combining Rulai’s Level 3 Conversational Computing Platform with Ayehu’s intelligent automation engine, companies can turn chatbots into a Virtual Service Agent (VSA) – a workbot that has the ability to not only receive and communicate requests but complete and resolve them as well.
Rulai’s platform allows companies to build AI-based conversational chatbots that can manage non-linear dialogue, and that requires no code to develop or deploy. Ayehu provides an intelligent automation engine that receives user intent from Rulai, and acts on it. No code is required to build workflows that integrate with the widest range of applications, changing the IT service desk experience for the end-users.
“Improving employee experience has become one of the top goals for CIOs,” said Marc Vanlerberghe, CEO of Rulai. “We live in an instant gratification economy. Like never before, employees demand fast, frictionless engagement with companies. The combination of our Level 3 Conversational Computing Platform and Ayehu’s intelligent automation platform creates a delightful and frictionless IT experience, available 24/7, 365 days a year, vastly improving the employee experience.”
By running the service desk autonomously customers can achieve as much as a 35% cost reduction while reducing MTTR by 98% which makes the end-user satisfaction higher than ever.