Use Case: ITSM Virtual Assistant for Bank & Financial Services Company

Industry: Banking

Function: ITSM

Client Info:

A multinational investment bank and financial services company headquartered in Frankfurt, Germany. The bank’s network spans 58 countries with a large presence in Europe, the Americas, and Asia

Challenge:

  • IT Helpdesk team received hundreds of queries daily with repeat queries of basic nature such as password reset, update service patch, onboard new resource, or updates on service tickets
  • Significant hours of IT staff resources are spent/wasted on basic triage processes or addressing basic mundane queries
  • A significant delay in addressing critical queries resulting in employee dissatisfaction and productivity loss

Solution:

  • The Kore.ai team developed a self-service ITSM virtual assistant to take care of the bank’s IT support needs
  • The assistant is well-trained for different tasks: password reset, s/w installation, new hardware request, and basic troubleshooting, etc.
  • The solution is integrated with an internal IVR system

Benefits:

  • 45% decrease in requests to the IT desk
  • The cost per request is reduced significantly and this resulted in huge cost savings for the bank
  • IT Staff are freed from basic mundane queries to focus on complex issues
  • Improved employee satisfaction with 24 x 7 self-serve instant response assistant

Channel:

  • IVR
IT service desk transformation with virtual agents

Explore More Use Cases