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The main aim for any organisation is to ensure they have the necessary technology and skills in place to provide a superior customer service experience, to ensure they have happy customers. But what about providing that same level of customer service experience to your internal Employees? Imagine your internal engine running as efficiently and successfully, and having happy productive employees?


That is where ServicelyAI comes in, an AI-powered Service Management solution that is designed to help resolve employees’ issues related to anything from the basic password reset, to HR issues or to more complex IT issues.


ServicelyAI is an internal facing automated ticketing system designed to respond to predictable employee questions without–or with minimal–human intervention. Allowing Employees to resolve these issues no matter what communication channel they choose to use whether it be Slack, email or via a self-service portal.


ServicelyAI was built after the founder Dion Williams (CEO) sold his previous business a reseller of ServiceNow licences to the Australian and New Zealand market. He found customers in the small to mid-market were not being serviced effectively as the price point was too prohibitive for them and the other solutions in the market were old cumbersome platforms.


“By designing a smart, simple and accessible platform using AI and NLU, we have made the process of improving the internal customer service experience a way to ultimately power a better external customer experience too.”

By giving employees access to AI enabled software that automates any of their queries and is easy to use will directly impact their ability to be more productive and spend more time serving their external customers.

Using NLU we allow the system to learn and observe from the organisations best service agents to ultimately automate and Augment the unique company knowledge base allowing them to spend 70% less time resolving mundane repetitive tasks.

With 2020 bringing WFH to the forefront, ServicelyAI is helping customers streamline the employee experience, which ultimately means happy employees, happy customers.

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Service desks face a host of challenges when trying to resolve employee issues and inquiries. It is crucial for the employee experience to remain as positive as possible throughout the resolution process. Take steps to improve technical support and problem solving operations by incorporating the following five techniques to optimise your service desk. Read on to learn how you can boost service desk efficiency, saving your business time and money.


1. Observe employee satisfaction


Keep track and regularly check in with employee satisfaction-related metrics. In order to improve your service desk function, you must be aware of your constantly evolving employee satisfaction feedback. Review how your service desk actions affect the employee satisfaction outcome. Be sure to make note of positive actions and experiences, and apply effective techniques to your entire organisation. Check in often with employee satisfaction metrics to keep improving your process!


2. Practice open communication


Structure and organise your service desk to prevent excessive call transfers. Be clear when speaking with the employee about your knowledge and call transfer actions. An automated service desk offered by Servicely can help understand the employee's problem to direct them towards the right solution. Communication between staff members is imperative. Let the employee know that their issue has been understood and you are actively working to resolve the problem. Tell employee which improvements have been made thanks to their feedback.


3. Keep legible records


Make note of employee complaints, and how your business resolves those issues. Record employee questions and agreements for review by coworkers. A readable record will paint a holistic picture of the problem solving process to benefit the employee and company alike. Records also simplify the accounting process. Every single word form the employee doesn’t need to be recorded, so be clear with employees about what you expect them to record.


4. Create reports


Records can be used to create reports that will illustrate general feedback trends. Data input from employees will help your automated service desk resolve problems without creating a ticket for your employee. Keep your organisation transparent with reports to improve the service desk experience for your employees and your customers.


5. Adopt service desk software.



Automated service desk software will help your business improve productivity. Automated service desk software is able to address repetitive tasks and reroute tickets to the appropriate employee. An automated service desk using AI will enhance the employee service experience while allowing your employees to work efficiently. AI can track customer satisfaction and successful problem solving techniques to increase your company’s knowledge base.



Service desk optimisation can be made simple by adhering to the above techniques. Keep your service desk and associated departments organised with open lines of communication to create a smooth experience for your customers. Contact Servicely for more information about using automated service desks to improve your employee satisfaction rates and save money.


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Automation seems to be the word du jour in recent years, and for good reason. Consider that automation processes don’t need to be revolutionary, but rather small, incremental ways of automating repetitive functions in the workplace can really add up over time in terms of cost savings and productivity gains.


That’s where business automation processes really shine and why you should be using them. Once the domain of large corporations that could afford the relatively new AI technologies, software platforms are abundant these days, meaning that anyone from the lonely solopreneur to the budding medium-sized companies all stand to benefit. Below are five business automation processes you really should be using.


1. A Quality AI Service Desk Automation Platform

The typical service desk needs to be manned, which means labour hours, opening and closing times (people need to sleep and eat!), as well as the limitation of being a one-on-one conversation. Servicely provides an inclusive AI service desk automation platform that excels in all of the above areas and more, boasting productivity boosts of up to 40 per cent. Not bad!


2. Machine Learning Solutions

Machines can reliably execute repetitive physical tasks over and over, but they’re getting pretty darned good at cognitive-skill intensive tasks too. Google’s best machine learning solutions were able to solve CAPTCHAs with 99.8% reliability compared to a mere 33% from humans. Machine learning on its own, however, doesn’t do anything. It requires a robust and sufficiently large base of existing data in order to ‘know what it’s looking for’.


3. Natural Language Processing

What good is an automated AI service desk solution if less than half the time, the software doesn’t understand natural human nuance in conversation? At best, you’re right at times, but at worst, your customers will only get frustrated working with this silly robot.

Enter Natural Language Processing. Advancements in AI now permit service desk software platforms such as Servicely to excellently understand nuanced language, or in other words, ‘natural human language’.


4. Cloud Infrastructure

We’re living in an age of the Internet of Things (IoT), whereby hosting the ever-growing quantities of data and business analytics locally just isn’t reasonable anymore. The cloud is already widely used for SaaS and PaaS providers for its incredible scalability, particularly useful for young and budding entrepreneurial activities where global reach and straightforward adoption over the internet are critical.


5. Prebuilt Algorithms and Code Segments

There’s a reason why the gig economy is full of Python, Ruby, and insert language here developers - simple, labour-saving code snippets and algorithms boost productivity by reducing or eliminating redundant tasks. Every business should be using some form of automation here, but what if algorithms and code were part of a bigger whole?


Sincerely’s AI service desk platform is a complete package, ready out of the box. Our solutions are truly intelligent in that they are backed by an intuitive self-learning AI that will only improve over time and use. This makes our service desk AI platform a robust tool for a myriad of applications and less reliant on constant patching and updating due to obsolescence.


Experience the best of what business automation has to offer with Servicely AI, machine learning, and deep learning service desk AI platform has to offer for your business.

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