Client story Insight’s chatbot drives a culture of self-service and knowledge sharing.
By Insight UK / 5 Jun 2019 / Topics: Cloud
Insight introduced a chatbot linked to its knowledge hub to enable employees to address their own IT queries. By empowering co-workers to self-serve, Insight was able to free up critical IT resource and channel its expertise into new initiatives which add value for its clients.
In a fast-paced, growing organisation, employees need quick and accurate answers to their IT queries. To encourage employees to seek solutions to questions and issues before contacting the IT service desk, Insight introduced an innovative chatbot which draws on the extensive knowledge bank behind Insight’s knowledge hub, integrated through Insight’s Digital WorkspaceTM collaboration platform.
The Challenge
As a rapidly growing business, Insight welcomes hundreds of new employees every year to its global offices, and this ever-expanding workforce faces the ongoing challenge of understanding increasingly complex IT equipment and solutions.
For its employees to gain answers to their questions, resolve IT issues and get back to their day jobs as quickly as possible, Insight needed a tool it could trust to help employees self-serve and selfhelp.
In a technology rich environment made up of people with differing levels of technical know-how, questions of varying complexity inevitably arise.
Insight’s solution was to use the capabilities of its Digital Innovation team to create a self-service platform giving co-workers easy access to answers at their fingertips.
In a global organisation, it’s a challenge to provide a consistently high level of service in a multitude of languages, without drastically increasing costs. By leveraging Microsoft Azure’s AI capabilities this need was addressed; providing natural language interaction in the myriad of languages Insight operates in day to day.
Insight set out to create a platform robust enough to support its own global workforce, and with the potential to take to the external market.
The Solution
To promote a culture of self-service, Insight introduced helpdesk technology across the entire organisation. Users can now access support from Insight’s knowledge hub through the Right Answers function, and for more detailed queries, they can consult Clara, the chatbot.
The chatbot solution was built using Microsoft Azure AI Services which allows organisations to create intelligent, enterprise-grade bots that can be connected to a backend support hub or database.
For Insight, it meant it could fully integrate the bot functionality to take advantage of an evolving knowledge base.
If an employee has an IT question, they simply enter a natural language search; if the answer is not immediately provided, they can move to the chatbot which conducts a more interactive search from the database to find the most appropriate answer to the question, and can easily connect them to a person if required.
We added some features to the Insight Digital WorkspaceTM collaboration platform to provide further IT support, including frequently answered questions, links to help guides to resolve common issues and a points system gamifying use of the knowledge hub to reward co-workers for self-serving.
To deliver high quality service across all our regions, Insight worked closely with its teams in each country to translate communications and ensure natural language dialogue. The result is a genuine multi-language tool. As with any business change, adoption was critical. So Insight developed an organisation-wide change management programme of communication, training and advocacy with leadership backing.
