Give Service Agents A 360-Degree View Through AI
While most of Wipro’s employees prefer to resolve problems through self-service, there will always be issues that require a human touch.
For Wipro, the key to improving IT service delivery for employees was improving productivity and operating efficiency for agents working on the IT help desk. Using the new platform, agents have end-to-end ticket visibility into open cases so they can collaborate without asking the caller to describe their problem for the umpteenth time.
Agents use their workspace to get a 360-degree view of all incidents and requests, using AI- and ML-powered agent assist tools to improve resolution time.
Solve Problems Through
Self-Service
Even on the quietest day, a workforce that’s 250,000 strong will have many questions for HR, IT and other departments. Three years ago, Wipro employees were submitting 75,000 service request tickets every month. With little or no automation in place, live agents spent an inordinate amount of time resolving all these issues.
Wipro began by integrating a chatbot solution from ServiceNow into the Microsoft Teams channels where employees communicate about specific topics or projects. Now, every Wipro staffer can submit service tickets directly into their Teams channel, remaining within their day-to-day workspace rather than taking extra steps to launch a separate software portal.
On average, employees who use these chatbots are able to resolve their issue in about 90 seconds—down from six minutes using the old system. Because the chatbots are powered by AI and machine learning, they become more accurate with every query. Staffers also have access to a robust, evolving knowledge base that addresses frequently asked questions. Together, these self-help tools have reduced ticket volume by 40%.
Sustainable Growth, Employee Satisfaction
In just two years, the Wipro team has added powerful new employee service capabilities, leading to reduced ticket volume and turnaround time. This transformation has won Wipro an impressive 80% employee satisfaction rate.
“[Integrated IT] saves us a lot of money and a lot of effort,” says Madhok. “And the majority of that is out-of-the-box.” Connecting all workflows and tools on a single platform, he says, gives employees a seamless experience and leadership unparalleled visibility.
I can show you the entire architecture of the firm end-to-end on a single page. That's the simplification I want.”
Vice President & Head of Technology Infrastructure, Cybersecurity, Governance, Risk, Controls and Compliance, Wipro Limited
Satvinder Madhok