Soapbox leverages the power of the Artificial Intelligence to deliver Intelligent process augmentation and automation improving Service Desk productivity by 43%, increasing first call resolution by 26% and reducing operating costs by 31%.
With its natural language understanding capabilities, Soapbox understands the intent of the user, provides guided assistance to suggested knowledge or where required, assigns the request to the correct group to resolve the request.
Using advanced virtual agent capabilities, Soapbox captures the request detail via a conversational dialog on the portal directly through collaboration tools like Slack or Microsoft Teams.
Leverage the power of the Soapbox Platform to improve your ITIL or IT4IT process across Incident, Request, Problem, Change, Release, CMDB, SLA etc.
Benefits of Soapbox for ITSM
|Process||Today||Soapbox – The Future|
|Incident – Call Capture, Classification and Routing||Agents decides on who best to resolve issue, issue is consistency, accuracy||Soapbox extracts intent and entity to understand the issue, accurately classifying and assigning improving efficiency and time to resolution.|
|Incident – Knowledge Searching||Agents uses keyword to search Service Desk knowledge base||Soapbox federates knowledge across the enterprise, providing the agent with in-process access to the contextual relevant knowledge|
|Incident – Action Automation||Agents ‘swivel chairs’ to secondary console to take actions to investigate and resolve issues.||Soapbox present agents with predictions on automated actions that can be performed to help resolve an issue – suggest as password reset or unlocking accounts.|
|Incident / Request – Process Governance||Manual checklists are implemented to instruct agents on issue resolution process with no compliance or governance monitoring.||Soapbox detects that a process needs to be followed, and provides the agent with interactive guidance on the best way to resolve the issue or request.|
|Incident – Resolution Time||MTTR > 5 min||MTTR < 90 sec|
|Incident – First Call Resolution Rate||<50% – dependent on experience of agent.||>80% – consistently across the support team, irrespective of agent experience.|
|Self Service Resolution||Portal adoption low. Keyword-based searching fails to find the answers. Customers resort to logging generic call with Service Desk.||Search-first portal design philosophy supported by:
– virtual agent to guide the customer
– intelligent search to find the most appropriate answer
|Change – Risk Assessment||Agent determines risk or utilize static rules-based risk calculation.||Risk calculation based on previous success, failures and impact.|
|Change – classification and impact assessment||Changes are classified and accessed based on an individual experience rather than the collective experience of past changes.||Soapbox predicts classification and business impact assessment based on historical analysis.|
|Problem – Identification and communication.||Problems require people to investigate to identify if a problem exists||Soapbox alerts customers and agents to potentially relevant problems, and provides relevant work arounds.|
|Knowledge Management||Knowledge seldom utilised because it’s difficult for agents to create and difficult for agent and customers to find due to traditional keyword-based searching.||Knowledge articles from various repositories are indexed using Natural Language Processing, improving accuracy and contextual relevance. Knowledge search results are improved based on contextual and historical relevance.|
Soapbox for ITSM is not only a Single System of Record (SSoR) but also offers a System of Engagement (SoE) via chat and voice using natural language. We underpin this with our System of Artificial Intelligence (SoAI).
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