Solution

Quantiphi leverage AWS-native services to develop an Employee Help Desk (EHD) Virtual Assistant to streamline employee support via voice and text channels. This self-service assistant empowers employees to independently manage common issues, such as account unlocks and password resets, submit ServiceNow tickets, and access knowledge base answers—reducing demand on live agents and improving response times.

To enhance user interactions, we implemented dashboards that monitor key metrics like call deflection rates, intent distribution, FAQs, and customer satisfaction (CSAT) scores, allowing the team to identify areas for further improvement. With Quantiphi’s Elastic Staffing model, the team scaled resources dynamically, ensuring smooth development and timely enhancements.

Integrated with ServiceNow, BMC Remedy, Avaya, and PowerBI, the EHD assistant provides unified IT support, simplifying ticket resolution and password management processes. This solution has enabled the client to provide 24/7 support, allowing for continuous support and insights into employee challenges across different departments and locations. Additionally, it has reduced manual workload and improved operational efficiency, significantly enhancing the employee experience and response quality.

Results

Streamlined helpdesk operations by automating routine tasks, ensuring quick access to information, and reducing wait times.
Reduced Help Desk call volume by 20% with Virtual Assistant and IVR integration, delivering faster resolutions and enhancing user experiences.
Enabled rapid feature rollouts through elastic staffing, dynamically adjusting team size and skillsets to align with project demands.
Improved responsiveness and agility, empowering teams to swiftly adapt to evolving needs and deliver exceptional support.