THINKOWL SERVICE DESK SOFTWARE FROM THE CLOUD BASED ON AI (ARTIFICIAL INTELLIGENCE) SELF-LEARNING SERVICE DESK INTELLIGENT PROCESS MANAGEMENT

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1 SERVICE DESK SOFTWARE FROM THE CLOUD BASED ON AI (ARTIFICIAL INTELLIGENCE) SELF-LEARNING SERVICE DESK INTELLIGENT PROCESS MANAGEMENT

2 INTELLIGENT AUTOMATION IN CUSTOMER SERVICE THE SERVICE DESK WITH A BRAIN Via , social media, web or app: Networked 360 with your customers. The ever increasing volume of processes and their growing complexity make it increasingly more difficult for service managers to manage both cost efficiency and high customer retention at the same time. Frequent application switching and the high ratio of manual activities makes sticking with legacy processes a hard habit to break even if these are more than laborious. What if all incoming support cases at your organization were transferred to the optimal process at the right point in time, regardless of their source and content? Your organization would be able to process 80% of all customer requests within 75% of targeted service levels and you would have a full overview of the processes and topics that are important to customers and employees. THE NEXT GENERATION SERVICE ThinkOwl is a brand new cloud based service desk with integrated knowledge management and a graphic BPMN process designer. ThinkOwl helps you to resolve customers queries with better answers, faster and more consistently. Artificial intelligence supports and simplifies case processing, and it also facilitates handling of increasing case volumes without adding staff, with better quality service. ThinkOwl at all times ensures optimal support for employees and customers through automated routing, suitable response proposals and expert advice beyond the traditional process management solutions with rules-based allocation and easy FAQ functions. Based on self-learning artificial intelligence, ThinkOwl thus provides perfect human-machine collaboration resulting in high customer retention and employee satisfaction. FOR YOUR BUSINESS, THIS MEANS: A solution for all service touchpoints with your customers that with 99% accuracy allocates all service processes to the right employees, automatically learns from the reactions of your experts, and provides optimal support to your employees enabling them to respond quicker and better. ITyX ThinkOwl I 2

3 INTELLIGENT AUTOMATION IN CUSTOMER SERVICE CHAT SOCIAL PHONE CUSTOMER PORTAL COMMUNITY 360 CASE MANAGEMENT Topic Analysis Knowledge Management Analytics Reporting ThinkOwl uses artificial intelligence to actively support your users during processing: It automatically categorizes incoming customer messages and assigns them to the most appropriate agents It automatically identifies which expert users, relevant documents and articles and canned responses are available to resolve a case It continuously learns which responses and knowledge content have been used to resolve what type of case, so that better service can be provided to your customers KEY FUNCTIONS ARTIFICIAL INTELLIGENCE-SUPPORTED CLOUD SERVICE DESK SOFTWARE Case Management ( , social networks, chat, chatbot, calls, portals) Business Process Management (BPMN) Response Management Task Management Knowledge Management Chat & Virtual Customer Assistant (Chatbot) Customer Self Service Portal Business Insights (topic monitoring) ITyX ThinkOwl I 3

4 Allianz Versicherungs-AG D München Klosterstraße Münster Kundenummer: Datum: Betreff: Complaint Sehr geehrter Herr Becker, Hiermit erhalten Sie wie gewünscht eine Übersicht über ihr Leistungsprogramm. Außerdem haben wir Ihnen eine Zusammenstellung der Kostenbestandteile angehängt, die Aufschluss darüber gibt, zu welchen Teilen Ihre Kosten zusammengesetzt sind. Bitte beachten Sie, das wir ab dem ersten Januar diesen Jahres unser neues Leistungsprogramm mit Beitragsdynamik gestartet haben, mit dem Sie nun noch mehr sparen können bei gleicher Leistung. Hierzu sind nähere Informationen auf der nachfolgenden Seite für Sie vorhanden. Natürlich können Sie uns auch telefonisch erreichen unter Vielen Dank für Ihr Vertrauen in die Allianz, Mit freundlichen Grüßen Mellerstraße 28 D München Telefonnummer: Faxnummer: Allianz Versicherungs-AG D München Klosterstraße Münster XSERV Kundenummer: Datum: Betreff: Complaint Sehr geehrter Herr Becker, Hiermit erhalten Sie wie gewünscht eine Übersicht über ihr Leistungsprogramm. Außerdem haben wir Ihnen eine Zusammenstellung der Kostenbestandteile angehängt, die Aufschluss darüber gibt, zu welchen Teilen Ihre Kosten zusammengesetzt sind. Bitte beachten Sie, das wir ab dem ersten Januar diesen Jahres unser neues Leistungsprogramm mit Beitragsdynamik gestartet haben, mit dem Sie nun noch mehr sparen können bei gleicher Leistung. Hierzu sind nähere Informationen auf der nachfolgenden Seite für Sie vorhanden. Natürlich können Sie uns auch telefonisch erreichen unter Sitz der Gesellschaft: München Registergericht: München HRB Vorsitzender des Aufsichtsrats: Dr. Karl Klupper Vorstand: Dr. Markus Makl, Vorsitzender INTELLIGENT AUTOMATION IN CUSTOMER SERVICE HOW IT WORKS COMPLAINT JOE SAMPLE ORDER #23442 XSERVICE CLASSIFY & ALLOCATE Analysis of incoming messages Case assignment to users based on source, topic, skill and priority 360 INTERACTION HISTORY All customer interactions across any channel, along with key customer data JOE SAM Aktivation Ser Smartphone X CRM # CASE HISTORY VIP CUSTOMER BEST ACTIVITY BEST TEMPLATE BEST RESPONSE JOE SAMPLE Aktivation Service Smartphone X2.0 CRM # INTELLIGENT AI SUPPORT The experts for the topic will be displayed automatically Additional relevant information will be displayed automatically Probably responses are proposed automatically COMPLETION COMPLETE & LEARN Select a response channel send. ThinkOwl learns explicitly / implicitly. SMS APP WHERE IT IS USED Small businesses to large enterprises Small service and ticket support teams Contact center & back office organizations Customer Experience Management ITyX ThinkOwl I 4

5 INTELLIGENT AUTOMATION IN CUSTOMER SERVICE SERVICES How artificial intelligence supports processing of queries and messages ( , documents, web, social networks) Classify: Processes are sorted by topic AI routing: Processes are respectively allocated to the most experienced employees AI similarities: similar expert processes from the past are displayed AI knowledge: matching content by context is displayed from the knowledge base AI responses: expert responses learned through context are proposed AI analytics: Trends and topics are followed in real time and statistically recorded The following modules and functions are available to ThinkOwl Case management: s, documents, faxes, web, social Chat and virtual customer assistants (chatbots) Customer self-service portal (customer portal) Process designer (BPMN) Process management (task management) Knowledge management Curious? Contact us: T info@ityxsolutions.com