Cognitive Service Desk
Focused on improving the user experience
Cognitive Technologies
Service Desk Services
With our Cognitive Service Desk Service we provide the Customer with all the resources, methodology and solutions to respond to all their requirements and needs. To do this, we promote self-service, self-solution and self-healing through artificial intelligence technologies, process automation, multiple contact channels and assisted channels.
Through the integration of these capabilities we adopt a more proactive approach in the resolution of IT incidents and we improve the end-user experience by placing them at the centre of the Service (User-Centric Model).
Digital Business Model
Transforming processes
To transform processes it is necessary to improve their agility, effectiveness and efficiency, orienting them towards an improvement in the user experience. This transformation is determined by three fundamental areas: increasing productivity, adapting technology and improving business procedures.
Service flexibility and customisation
Adaptation of the levels of government, processes and typology of the Client. We work with our own infrastructure and tools, or those of the Client, providing an adapted, totally personalised, unified and quality service.
Scope of our services
Proactive Services
- Monitoring
- Alarms / autocall
- Trend analysis
- Performance analysis
- Stress testing
Self-service
- Self-repair
- Self-service
- Omni-channel
- Virtual agent
Service Desk Spoc
- Ticket registration
- Ticket management
- Procedures
- Support FAQ's
- KB Solutions
Specialist Support
- Escalation from N1
- Update status
- Detailed incident tracking
- Check integration issues
- HW/ SW interoperability
- Escalation to N3
Remote and Insitu support
- Scaling from N2
- Performance tuning
- Remote resolution
- Lab testing
- Production testing
- Change management Training
- Training
Multichannel: telephone, web, email, chat, WhatsApp, etc.
Artificial intelligence
Process automation
24 x 7 x 365 coverage
Multilingual support
High availability and scalability
Flexible business models
Benefits for your business
- Greater availability of the Systems, increased productivity, and consequently lower costs.
- Flexibility in the design of the Service provision: dedicated, shared or hybrid.
- We improve first contact resolution, reducing escalations to the second level by 70%.
- We optimise service times by 50%, reducing in parallel the total number of contacts with the virtual agent.
- Artificial Intelligence (AI)-based predictive support reduces registration errors by 85%, improving return and reassignment rates.
- The learning curve is reduced, minimising the impact of team churn.
- We optimise the User (UX) and Customer (CX) experience by facilitating interaction and communication with media.
- We empower IT departments within companies.
Our Services and Solutions
Get to know our 360º Services, supported by the latest Technologies, attending to the most critical needs and requirements of our Clients.