School may be out for the summer, but RightStar and BMC will be busy working with an existing RightStar and BMC Remedy university customer to set up a student portal, powered by BMC’s Cognitive Service Management (CSM). Both RightStar and BMC will begin next week an implementation that the students will start using by the time they arrive in late August.
CSM encompasses predicative intelligence, virtual agents, and a digital workplace Chatbot. Built on top of the Remedy Innovation Suite and Digital Workflow, a customer can connect with either a live or virtual agent using any type of messaging such as chat or voice. The beauty of the Innovation Suite is that it allows developers or customers to incorporate cognitive services into complex custom processes and workflows. IBM’s Watson is the “brains” behind the scenes. The objective: provide a rapid and excellent response, with an impressive ROI, by removing the human interaction.
Chatbot functionality typically includes:
- 24 x7 chatbot agent technical support through a mobile device.
- Email account setup.
- Reset passwords.
- Register wireless devices.
- Search and retrieve knowledge articles.
Additionally, RightStar and BMC will help build knowledge articles consisting of subjects such a Blackboard login and general questions; how to setup IPTV in the residential halls; first time login instructions; how to get a parking pass; and various other questions.
Reduced cost. By allowing students to interact with a Chatbot on a mobile device, organizations can reduce the number of incoming calls to the technical support staff. This means that the technical support staff can refocus their time and energy to handling more complex issues. Chatbots also reduce the support cost required to answer common, relatively simple questions that may be resolved using a virtual agent
Improved first contact resolution. Given that many students call the help desk with common, and relatively simple questions, a cognitive solution allows answers to those questions for users immediately, without having to transfer the users to representatives or require students to wait on the phone for service.
I’m impressed with the enthusiasm our prospects have shown so far and am very excited about Chatbots and look forward to a successful implementation.