Driving Cost Reduction

Presented by

Sebastien Adjiman, CEO and Co-Founder, Deepcoding

About this talk

Deploying Intelligent Routing in ServiceNow using the Deepcoding Delivery Intelligence Platform DeepCoding’s unique AI technology leverages the existing deep-data located in your IT service delivery management tools, such ServiceNow or BMC Remedy, to perform a comprehensive diagnostic of the service delivery organisation. This pinpoints the source of issues affecting their systems, support and users. This deep-data can be used to train our cognitive engine, to provide unique real time capabilities such as Intelligent Ticket Routing based on our patented skillset scoring algorithm, automatic emerging problem detection and abnormal incident spike detection. The tickets are automatically routed to the right individual, team or robot based on their skillset and historical efficiency in solving that type of ticket. In this session we will discuss how to: - Reduce pick up time and resolution time, while reducing the overall number of tickets. - Identify problems using NLP to group data of similar tickets into AI based clusters - Reduce overall MTTR - Increase agent skill-sets and identify training opportunities, by identifying highest performers - Improve Knowledge Base accuracy - Improve internal and external service levels, by introducing dynamic SLAs and OLAs - Increase NPS by monitoring the customer satisfaction After this session you will see how DeepCoding complement ServiceNow and BMC Remedy and help you drastically improve your main service delivery metrics.

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