ICL ASA - Automatic Smart Assistant

2022: ICL Group of Companies will present a "smart" assistant on TAdviser SummIT-2022

On May 31 in Moscow, the ICL group of companies will speak at the TAdviser SummIT conference dedicated to the most pressing issues of the IT industry. At its own booth, ICL will present an innovative solution in the field of AI - automatic smart assistant (ASA) for technical support specialists.

The key competitive advantage of ASA, developed by experts of the ICL Group of Companies, is the significant optimization of time costs for solving incidents of company customers. It is a multifunctional solution that integrates into the technical support service and is trained to analyze and classify cases, notify technical support engineers about important events in the ITSM system, and even monitor the quality of services and SLAs provided. Having access to the corporate knowledge base, based on the machine learning model (ML) or based on strict rules, the smart assistant is able to predict which specialist is most likely to be competent in solving a specific request, or independently propose solutions based on previously resolved incidents.

"Project for the development of a" smart "assistant was conceived by us, first of all, as a solution to significantly reduce staff labor costs: by transferring specific AI tasks, we can free up to 40% of the specialist's working time for more useful tasks without losing quality, thereby ensuring the growth and development of the business," said Andrei Starostin, head of the automation group Service Desk and consulting group ICL Group. "Today, we continue to work on ways to optimize the existing solution with new options based on the suggestions of users - our colleagues who provide IT services."