Once upon a time, a magical household name with 200,000 employees working around the world was cursed with a terrible problem – an unhelpful bot that couldn’t quite survive in the client’s digital environment.
With assets of 11 billion, the client, understandably, was protective of their brand – but they were more than happy to try one of LiveTiles’ bots.
What they had in place was originally an IT support bot, intended to hook into their platform. However, their environment wasn’t where they believed it to be, so the bot was unfortunately never going to work. So, they found another use case, which turned out to be a lot better.
This case had an internal Java script program run in a webpage, and the thousands of employees using it would take a short survey. It would then recommend one of 25 business applications based on a series of predetermined criteria.
But there was a slight problem. It was great for helping guide the user to a solution, but it didn’t store what the user had written, so if they searched for the same thing, they would have to do the process again.
There were also many key practical customer service considerations to keep in mind with this project: making sure the right staff on the client’s side were engaged, ensuring security was paramount, and running a dedicated product project management team to keep the project firmly on track.
With a company the size of the client, there was no doubt that a bot could help share disparate information and provide a good conversational interface to remove mundane tasks from the workers, and allow them to be more strategic.
So LiveTiles conjured up a flow. And not just any flow, a flow that drove a bot.
The flow bot mimicked the Java script program of the parameter gathering, but it did it in a conversational manner: “Hey, is this important to you?” What’s great about this is because of utilizing flow, staff can tap into all their documentation that’s on SharePoint.
LiveTiles was also able to connect into the Service Now documentation. When a user is directed to an application, the links to click and open, that documentation is served right up to the user.
The LiveTiles team was able to store all the user responses in SharePoint, including the top responses. In this case it was the top three recommended solutions and the selected solution. That became incredibly important to the client’s business application manager because it gave them the ability to apply metrics on top of it.
This new system is not only helping the end user get to where they need to go quickly, but they are also supplied with documentation and analytics around who’s using what. Now the client will be able to build the historical kind of set of data to gain valuable insights like, “we’ve got 25 business applications, but our staff only ever use 10 of them”.
The LiveTiles team also believes there could be further work to be done for this client. Could one bot magically become 10, or 50? With the new bot in place, there’s clear potential for more, whether it be something to help the client’s parks and rec workers at their facility locations, or HR self-service help bots inside their organization.
And with a whopping 200,000 employees, implementing Hyperfish could be the next conversation.
With the LiveTiles team always innovating, there could be a sequel to this fairy tale collaboration…