WinWire > 实例探究 > 一家领先的材料工程解决方案公司改变了员工体验

一家领先的材料工程解决方案公司改变了员工体验

技术

分析与建模 - 机器学习

适用行业

教育
设备与机械

适用功能

质量保证

用例

对话机器人
预测性维护

服务

数据科学服务

挑战

该公司需要一种更简化的方法，以方便其员工和用户利用其帮助台团队的信息。该公司将这些确定为需要改进的领域，可以带来更好的员工体验和生产力。

公司员工/用户与服务台团队联系以获得 IT 支持。帮助台团队通过从现有知识库发送相关文章来响应用户请求。

在过去几年中，该公司见证了用户及其查询的显着增长。服务台团队在 Service Now 中创建的月票数量已大幅增加，预计还会进一步增长，从而影响团队的生产力和支持成本。

该公司需要一种方法来减少服务台的工单数量。但是，他们不想要的是降低服务质量。

需要一个训练有素的对话机器人来利用人工智能 (AI)、自然语言处理和认知服务的力量自动响应常见问题解答。

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客户

材料工程解决方案的全球领导者

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关于客户

该客户是材料工程解决方案的全球领导者，用于生产世界上几乎所有新芯片和先进显示器。

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解决方案

WinWire 利用来自 ServiceNow、SharePoint Wiki 和 Data Center 发行说明的客户历史数据来构建强大的知识库。 WinWire 开发了一种机器学习模型，可以从知识库中学习对不同查询的响应。

WinWire 随后将机器学习模型与 Azure Bot 框架集成，并将 bot 配置为连接到 Skype 的业务通信渠道。

今天，员工在聊天窗口中提问，机器人会为他们收集信息。

该机器人旨在拦截并在常见问题解答中为用户提供相关响应。万一，机器人没有得到适当的结果；它将自动创建一个新的 ServiceNow 票证，无需人工协助。

Azure AI 符合广泛的国际和行业特定合规性标准，例如 ISO 27001、HIPAA、FedRAMP 和 SOC 严格的第三方审核。

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数量效益

The implementation of the chatbot solution has improved employee experience and productivity by streamlining the process of availing information from the help desk. It has also reduced the number of tickets hitting the help desk, resulting in cost savings for the company.

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