AI support from your everyday tools
In the past two decades, organisations have extensively implemented internal support and ITSM (IT Service Management) tools, ranging from helpdesks and portals to ticketing systems, with the aim of simplifying their support processes. However, the anticipated return on investment fails to materialise, primarily due to a lack of end-user adoption.
Using the insight that employees are more used to their email and collaboration tools like Microsoft Teams, Atomicwork worked on a model that integrates AI-powered ITSM directly within the Microsoft Teams platform.
Prioritisation by understanding sentiment
At the core of the Atomicwork solution lies the powerful synergy of conversation assistant and conversation automation engines, both powered by Azure OpenAI. This dynamic pairing not only ensures an exceptional employee experience but also elevates the productivity of enterprise support teams while significantly reducing friction for end-users. Leveraging the capabilities of Microsoft Azure OpenAI, the system excels in understanding the intent and sentiment of end-user requests, facilitating support prioritisation and identifying potential solutions.
Teams adopting Atomicwork witnessed a transformative improvement in their support experience, leading to heightened adoption rates and substantial ticket deflection, with almost 50-60% of repetitive tickets successfully mitigated. The resulting gains in efficiency and productivity translated into potential savings running into millions of dollars, while delivering an outstanding digital workplace experience for internal users.
Vijay Rayapati
Co-founder and CEO
Atomicwork
2023 was the year when IT leaders were dabbling with AI to see what problems it could solve. 2024 is the year they will demonstrate results as GenAI ecosystem is maturing with powerful offerings from Microsoft and Azure OpenAI etc. And Atomicwork is well positioned to help CIOs reach their goals.
50%-60%
repetitive support tickets deflected
Millions of dollars of potential savings
Atomicwork aims to empower businesses with conversational ITSM and power seamless interactions and enhanced productivity.
More details at https://www.atomicwork.com
Atlan