Leveraging Disruptive Technologies to Disrupt the Service Business

The Optimus intelliService spans the entire spectrum of “connectivity to insights.” A robust set of out-of-the-box connectors help ingest data across customer relationship management (CRM), Sales Force Automation (SFA), IT service management (ITSM), emails and document management systems (DMS) in a multi/hybrid cloud IT ecosystem. The product leverages disruptive technologies such as Cognitive Search, Conversational AI, Robotic Process Automation (RPA), and Augmented Analytics to provide a game-changing customer experience while empowering the service agents with sophisticated tools and analytics.

Automate complex workflows, handle advanced interactions, and take actions that your vertical needs.

  • Out-of-the-box intents and use cases for faster time-to-value
  • Built-in keywords, vocabulary, and nomenclature for quicker deployment
  • Workflow automation and configurable options
  • Flexible integration with heterogenous enterprise systems

Embrace an AI-driven productivity tool that can dramatically reduce support call volumes and cut service request resolution times across the customer service life cycle.

Business Benefits

30%

Reduction in Support Volume

20%

Reduction in Inquiry Response Time

25%

Improvement in Service Team Productivity

15%

Reduction in Ticket Resolution Time

Key Features

Data Connectors & Integrations

Extract data from any source in a multi/hybrid cloud IT ecosystem

  • Out-of-the-box connectors to extract data from leading ticketing, service management, and CRM systems
  • Easily connect any other home-grown or custom system
  • Write-back to source systems to ensure single source of truth

Conversational AI

Self-learning conversational agent for reducing call volumes and providing superior customer experience

  • Out-of-the-box intents for specific verticals/business functions
  • Support for multiple languages for global deployments
  • Automatic ticket creation and live agent handover for seamless interactions

Knowledge Mining & Analytics

AI-driven insights to improve operational efficiencies of service agents

  • Auto-discovery of intents from historical ticketing data and knowledge articles
  • Duplicate and similar tickets identification
  • Ticket assignment recommendations and volume predictions

Resources

Optimus - Intelligent Engineering Automation Platform

Video

HCL Optimus: HCL’s Intelligent Engineering Automation Platform

i18N Support for Monitoring Applications

White Papers

i18N Support For Monitoring Applications

Engineering Analytics

Blogs

Engineering Analytics – What’s next in software engineering?