Orange Life IT help desk

Project overview

Core solution

• Automation of work support within the internal IT help desk
• Simple IT information and enquiry guidance, plus business-system (RPA) integrated handling such as remote work-system password resets
• Simultaneous service across two channels: voice chatbot and text chatbot using a mobile phone
• Automation of interfaces between systems through RPA integration

Value delivered

- Limits on implementing varied functionality because of the feature constraints of the ageing CTI/IVR - Close collaboration among CTI, chatbot, SOE, core systems, RPA and the core-system integration build and operations managers - A relatively short project build period (3 months)