Overview
Join the HCLTech Industry Software Team on March 16, 2022 for a Field Service Virtual Event organized by Worldwide Business Research (WBR) . The Field Service Virtual Event includes interactive fireside chats, panels, keynote, and LIVE roundtables. We invite you to attend HCLTech 20-minute keynote session at 1:25 PM Eastern and a 40-minute roundtable discussion at 3:30 PM Eastern.
You'll learn how Fortune 500 customers leverage AI and automation to drive remote and field service excellence. Attend this session to learn how these customers leverage AI to streamline insights from varied data sources and guide service personnel to real time insights and answers.
What you will learn:
- Field Service Customer Case studies leveraging AI Service Optimization platform
- Key Elements of AI Service Optimization platforms – (intelligent triage, workflow automation, cognitive search)
- Defining success with Key Performance Indicators (KPI)
Products and Solutions Showcased
Intelligent Triage
Intelligent triage is crucial to enabling more data-driven decision-making processes. By automatically extracting symptoms, root causes, recommendations, and associated costs from service tickets, Intelligent triage helps translate historical data and tribal knowledge into prescriptive intelligence. In addition, context-aware questions allow more level 1 agents, versus level 2 or 3 agents, to answer challenging questions and increase first contact resolutions (FCR).
Knowledge Mining & Search
Enterprise–Grade Cognitive Search for Critical Knowledge Mining Needs. Advancements in machine learning (ML) and artificial intelligence (AI) technologies allow enterprises to take advantage of contextually-aware search applications that use natural language processing (NLP) based search to easily and quickly find content and information. HCLTech IntelliSearch is a cognitive search application that applies AI/ML on the user’s search terms to preserve the context of each query, unlike the traditional keyword based approach..
Virtual Agent & Automation
Organizations need AI and automation across their support channels and processes to turn data into results. By collecting data and optimizing all available channels and processes, organizations are able to improve customer service across their value chain that was previously unattainable. Virtual Agent & Automation provide self-service capability with conversational AI to improve metrics such as call deflection, which lead to a better customer experience and increased customer satisfaction
Panel speakers
Neeraj Purandare, SVP, Head of Product Management – Industry Software, HCLTech
Executive with broad experience in product management, strategy, business development, partnerships and alliance management spanning Fortune 500 corporations to start-ups. Successfully launched several 1.0 products, managing the entire product life cycle from concept to delivery, including product positioning, pricing, messaging, analyst presentations, channel strategy and management, strategic alliances, OEM /ODM partnerships, and contract negotiation.
Kristian Copeland, Sales Director, HCLTech
Kristian Copeland is the Sales Director for Intelligent Enterprise Cloud products at HCLTech Industry Software Division. He helps leaders achieve success through the implementation of unique insight, pragmatic approaches and by challenging them to think differently about the paths to achieving their goals.
Dennis Helms, Solution Architect, HCLTech
Dennis Helms is the Solution Architect for Intelligent Enterprise Cloud products at HCLTech Industry Software Division. With over 17 years of experience in the IT industry, with the past 10 years in consulting, Dennis brings a wealth of practical know-how to the management, operation, and salesmanship of a services or software product-based organization.