We wanted to create a single assistant that could handle tasks from all the departments of the enterprise and could be accessible from the desktop, web, and telephone. With this new solution, we aimed to achieve higher efficiency in the form of reduced request fulfilment time and lower manpower costs.
The only way to accomplish the set objectives was through the creation of Dexter, a virtual assistant that had the following features:
• Enabled integration with SNOW to ensure end-to-end automation of a task
• Allowed integration with Active Directory, PeopleSoft, Oracle, and custom applications through APIs
• Deployed more than 25 ‘talents’ that were used by 22,300 users spread across multiple locations in India, USA, UK, Germany, and Australia. The talents included factors like knowing leave balance, appreciating a colleague, creating or getting access to a shared folder, FAQs, unlocking an account, and creating a generic distribution list.
Dexter transformed our efficiency levels drastically as follows:
• Reduction of up to 90 percent in fulfilment time of requests, automated through CognitiveGuruTM
• Reduction of more than 30 percent in manpower costs