“End-to-end automation is the holy grail,” said Chetan Dube, CEO of IPsoft at the second annual Digital Workforce Summit. During his presentation, Dube unveiled IPsoft’s 1Desk, an IT operations management platform designed to provide an end-to-end solution that delivers advanced scale, speed, and intelligence to IT organizations. Dube said businesses must focus on finding radically more efficient models that are built to deliver cost efficiencies and better processes. “Manual automation is an oxymoron. You cannot have manually trained tasks and call it automation.”
Dube called 1Desk a graduation of sorts for Amelia, IPsoft’s cognitive AI digital colleague. Sitting inside 1Desk, Amelia is able to field requests from end users and complete tasks without human intervention. “We’re going to make her a banker, a wealth manager, and investment banker, a risk analyst, a physician’s assistant, all so you can have an easier time,” said Dube, who presented 1Desk’s capabilities with Ergun Ekici, Vice President of Emerging Technologies at IPsoft.
By combining Amelia’s cognitive abilities with 1Desk’s advanced autonomics IT operations management, IPsoft aims to deliver a “revolution in the way customer service is rendered today, the way organizations get their tasks rendered today, and a revolution in the cost of delivery models,” Dube said.
How 1Desk Works
The problem with most organizations’ business processes is that when an issue arises someone calls or emails a service desk employee, which initiates a chain of interactions between humans that’s often riddled with downtime, delays, and errors. The employee picks up the call, opens a ticket, and dispatches it to a back office expert. The back office expert attempts to fix the issue, but says he needs more information, so he sends the request back. “Now you’re down to two hours of middleware ticket opening, another two hours responding back, another two hours fixing it. It takes 8-10 hours to get a real request fixed,” said Dube. “It’s time to depart from incrementalism.”
1Desk can also sit on top of back-end systems, such as HR, FMS, ERP, and CRM to provide one single ecosystem in which technology processes are managed. The system is packed with pre-built automations that can handle most Level 1 and a large portion of Level 2 issues. If a task can’t be automated, the solution routes the tasks to the appropriate experts.
Manual automation is an oxymoron.
You cannot have manually trained tasks and call it automation.
— Chetan Dube, CEO, IPsoft
“There’s a system governing [and] attracting every task that comes in — doesn’t matter if it’s predictive, doesn’t matter if it’s monitoring, doesn’t matter if it’s a conversation, an incident request or a change. Everything is governed by the [1Desk] platform and routed to a human or a machine,” Ekici said. As a human expert solves a problem routed from 1Desk, the system learns from the expert’s resolution and automatically creates a new automation. The automation is then saved to be approved by management for deployment.
“Several analysts have rated us number one in autonomic technologies for over two decades and now number one in cognitive technologies for the past two years now,” said Dube. “Can we combine the autonomic and cognitive stack to provide and end-to-end solution to you?… This is the first time you’re seeing the end-to-end story live.”
Inside the system, Amelia will be the first interaction employees will have with back-end technology. Dube explained she’ll be able to perform simple tasks, including things such as recovering deleted emails, managing expenses and recovering passwords. Rather than send an email to a helpdesk, users will type or speak a message to Amelia and she will resolve the issue, if possible. If she can’t resolve the issue, she will route it to a virtual engineer who will attempt to resolve the issue using existing automations.
“Say no to ticketing,” said Dube. “Ticketing is inherently queuing. It’s a latent system.”
More DWS Coverage
- Edwin van Bommel, IPsoft: Generating ROI for Your Business Through IPsoft’s Marketplace
- Anurag Harsh, IPsoft: The Business of AI
- Max Tegmark, MIT: The Acceleration of AI Is Transforming Business Practices
- Christopher Manning, Stanford University: Inside Amelia’s Brain
- Anthony Abbattista, Deloitte: The True Impact of AI
- Panel Discussion: Cognitive AI in Healthcare Means Augmented Patient and Caregiver Experiences
- Panel Discussion: Lessons Learned from AI Pioneers
- Panel Discussion: How IPsoft’s Clients Innovate and Improve Business with Amelia
- Panel Discussion: AI Deployment Surprises and Strategy