Key Takeaways: 1. How the global enterprises are leveraging the power of Conversational AI for their ITSM And IT Ops Management 2. Promising use cases (such as Authentication, Outage alerts, Asset/Knowledge Management, or User Self-service) to implement chatbots for quick ROI 3. How to quickly build your own ITSM chatbots using Kore.ai Platform unique capabilities Watch the recorded webinar here https://info.kore.ai/how-to-leverage-conversational-ai-for-itsm

1. Leveraging the Power of
Conversational AI for ITSM
Chief Technology Officer, Kore.ai
Prasanna Arikala
Chief Marketing Officer, Kore.ai
Sairam Vedam

2. 2Confidentialwww.kore.ai
▪ Usecases
▪ What changes with Conversational AI
Agenda
▪ The Current State of ITSM
▪ Conversational AI For ITSM
▪ Q&A
▪ DIY Conversational AI with Kore.ai

3. 3Confidentialwww.kore.ai
Current State: ITSM
51
45
36
31
27
26
0 10 20 30 40 50 60
No of customers
New applications/systems
Number of applications
Scope of Services offered
New equipment/devices
Number of equipment/devices
Top 6 Reasons for Increased Volume
37
26
31
31
24
24
0 5 10 15 20 25 30 35 40
Self Help
Problem Management
New Equipment and Devices
New Applications/systems
Knowledge base
Change in infrastructure
Top 6 reasons for Decreased volume
Source: HDI
“Self-service and Proactive Support are essential for improving the IT service quality”

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“By 2019, IT service desks using AI
capabilities will free up to 30% of support
capacity and by 2020, 55% of all large
enterprises will have deployed at least one
chatbot in production..”
IT Executives who realized 25% ROI
“Conversational AI will enable ITSM with self-service solution for low-tier, low value and level 1
issues without human intervention and will assist agents with contextual information on employees”
38%
36%
25%
15%
24% 25%
Reduced Call
Volume
Lower cost
of support
Better user
experience
Increased
user
productivity
Better
perception
of IT
24/7 Support
Conversational AI For ITSM

5. 5Confidentialwww.kore.ai
Conversational AI Enabled ITSM
Web / Mobile
Service /
Incident Request
Average Response
Time (ART)
Customer
Satisfaction (CSAT)
Without Conversational AI
• Skill
• Knowledge
• Sentiment
With Conversational AI
If handoff required,
pass on History and
Context
Knowledge
Base
Service
Catalog
Asset
Management
Configuration
Management
Infrastructure
Management
Authentication
Management

6. 6Confidentialwww.kore.ai
Improve Incident
Response
Enable Self
Service
Introduce Workflow
Automation
Automate multi-step workflows for disparate systems within an
enterprise thereby freeing up live agents from routine tasks
Allow users to do low value tasks such as Password
resets, Ticket status checks
Act as intermediaries to quickly access and assemble
information for users based on context
What Changes with Conversational AI?
24*7 Availaibility
Improved Response
Time
Agents can Focus on
high value tasks
Lower ticket volume
Enhance Customer
Experience
Increase Employee
Productivity

7. 7Confidentialwww.kore.ai
Usecases
ITSM
Request
Password Reset
Self service ticket
resolution
Provision/Remove Access
Automate Approval
Requests
Raise an Incident/
Service Request
Triage Issues
Raise HW/SW
Request
Manage Outage
& Alerts
Answer FAQ’s/
Knowledge Request
Agent Assist

8. 8Confidentialwww.kore.ai
Usecases Demo

9. 9Confidentialwww.kore.ai
Kore.ai Success Stories for ITSM
Customer Solution Business Benefits
A Leading German Multinational Investment Bank
Skype Bot for
Training, News, Outlook Issues , Dev Access Request
• Self-service and call avoidance improved by 30%
• Employee satisfaction with the Help Desk increased 40%
• Saved an estimated 225,000 hours of employee time
in 1 yr
• Customer is deploying another 6 use cases across the
bank in 2019
A World Leader in Connected LED Lighting systems ,
softwares and services
ITSM Bot for SAP Password Reset, Order IT
Equipment, Get directory information from Outlook
• Vendors able to reset password / unlock accounts for 26
SAP systems within 40 seconds which usually used to
take 24 hours.
• Customer support load reduced by 80 - 90%
• Request to ITSM support team for FAQ’s and password
reset reduced drastically
• Vendors able to execute action via 2 channels (SFB and
web)
A Leading Multinational American Bank
ITSM Bot for Password Reset and Account Unlock
• Enabled self service for employees
• ~19% Reduction in ticket volume
A Leading Belgian multinational brewing company IT Support BOT for ServiceNow ticket creation, answer
FAQ’s/Common queries
• ~23% Improvement in first response time
• ~17% Reduction in IT Support ticket volume

10. 10Confidentialwww.kore.ai
DIY Conversational AI with Kore.ai

11. 11Confidentialwww.kore.ai
Key Capabilities of Kore.ai
11Confidentialwww.kore.ai
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End-to-end Conversational AI Platform–Open and
extensible Platform to 3rd party tools/features integration
Comprehensive Context management at
Framework Level
Visual NLP Training models
Scalability–Ability to scale to hundreds of millions
of conversations per month
Full SDLC management–Develop, Train, Test, Deploy,
Manage & Measure–versioning, maker-checker etc.
Omni-channel Experience–30+ channels
(web, mobile, social/enterprise
messaging, IVR and VAs)
Bot Admin Console with enterprise
management
Multiple deployment models–On-premise,
Multi-tenant Cloud, VPC and Hybrid
Multi-engine Approach for NLP yielding highest
accuracy–FM, ML, and Ontology
Visual and Intuitive Dialog Builder
Enterprise Grade Security
and Compliance
30
0x
30
0x
30
0x
30
0x
30
0x
30
0
30
0x

12. 12Confidentialwww.kore.ai
Q&A Session

13. 13Confidentialwww.kore.ai
https://bots.kore.ai/botbuilder
Sounds
interesting?
Get Started Now!
Mail us : info@kore.com

14. Thank You
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