01 — The challenge
A large Quebec public utility needed to reduce the load on its IT help desk while improving the experience for its 20,000 employees. Repetitive requests were monopolizing human agents. A digital first-responder was needed — capable of understanding natural language, acting on existing ticketing systems and integrating with the Genesys call center platform.
02 — What SIA delivered
SIA developed a conversational AI agent based on IBM Watson Assistant and Watson Discovery, with 12 skills covering informational and transactional requests. The agent interfaces with the client's 3 ticketing systems and integrates Genesys to allow human agents to remain in their usual tool. Three custom avatars enhance the user experience. SIA established a center of excellence at the client site and a change promotion pipeline between environments.
03 — The results
24/7 first-line agent available to 20,000 employees
12 automated skills covering the most frequent requests
Full integration with 3 ticketing systems and Genesys
Client center of excellence established for future projects
KPI dashboard integrated with existing BI tools
Technologies
Studios involved
AI Automation