How Artificial Intelligence is shaping modern help desks?

May 17, 2022

The lack of artificial intelligence in the underlying help desk system had led to a collapse in helpdesk capabilities. But since the advent of AI into helpdesk systems, challenges such as help desk staff becoming overwhelmed by the number of issues presented to them; tickets getting assigned improperly; engineers and developers losing sight of what is important, and critical issues are acknowledged and resolved. 

How does AI make Helpdesks more efficient?

Artificial intelligence stimulates cognitive behavior, it aims to enable computers to do activities such as decision-making, problem-solving, sensing, and comprehending and translating human speech into any language.

Consider your customer service desk. Experts believe that AI in various forms will become a vital part of the help desk in the coming years. Traditionally a user had to submit a request through phone, email, or by opening a ticket. The technician notices it, collects any more information from the user, prioritizes it, routes it, and it is eventually resolved. The organization can run a report every now and then to see how well it is responding. That method has a lot of administrative processes, so it's not exactly efficient. To everyone's benefit, AI, machine learning, and automation are revolutionizing that process.

Impact of AI on modern helpdesks-

Almost three-quarters of customers (77%) feel they are more loyal to companies that provide excellent service and customer support. Also adding to this, with the ease of raising the complaints,  the customer support tickets climbed by 30% year over year in 2021, it's evident that outstanding customer service is an essential component of a successful business. With fewer customer touchpoints and personnel headcounts, AI has helped corporate executives swiftly understand that consumer experience is the new battleground for brands hoping to stay relevant in this new digital era.

Benefits of AI in modern help desk-

Customer-centric businesses have already begun using artificial intelligence in their customer service strategies. Ignoring AI's potential may allow your competitors to outperform you. With that in mind, we've outlined a few significant advantages of adopting AI in customer support that will undoubtedly transform all businesses - regardless of industry, location, or team size.

1) Filter and Automate help desk inquiries

Natural language processing is the potential application of AI in the support desk (NLP). Although an intelligent help desk system diagnoses issues primarily based on data streams entering the system, some difficulties are still caused by humans. Users may, for example, forget their password or be unsure how to perform a specific function. They don't always state their problems in the same way: "I can't remember my user id" is not the same as "I can't get onto the system."

NLP technology can filter or automate human help desk questions on both a textual and spoken level. NLP can enable shift-left techniques, where easy problems are handled by FAQs, computer-based training programs, or level-one IT support workers. Only more complicated or rare problems should be escalated to more experienced staff, and NLP can ensure that these employees only receive issues relevant to their skill sets.

2) Chatbots and virtual customer service representatives-

An automated 24x7 first-contact chatbot experience for users is one area where AI is progressing. That means that "someone" is always available at the help desk, even if it isn't a person. However, some chatbots can go beyond basic customer service. For example, Virtual Support Agents (VSAs) are a sort of virtual assistants that specialize in providing IT support and assistance in an IT service management environment. They extend chatbot capabilities by acting on behalf of the business consumer to reset passwords, deploy software, escalate support requests, and make modifications to restore IT systems. VSAs are pre-programmed with ITSM (Information Technology Service Management) processes and can carry out procedural escalations of incidents, unlike traditional chatbots and virtual assistants, which require substantial modification.

3) Improve the Agent Experience-

Repetitive, time-consuming, low-value jobs are eliminated by AI-enabled automation, allowing agents to focus on value generation. Agents may get fast access to internal queries and resources thanks to intelligent helpdesk software, which boosts productivity and cuts training time. Agents who perform better are happier, which leads to delighted clients and stakeholders. AI helpdesk solutions have emerged as a valuable tool for customer service professionals to combat burnout and employee turnover as firms try to support their people through the pandemic and create healthier workplaces. Agent experience is improved not only as a consequence of agent-assist use cases but also as a result of improved routing mechanisms, which result in better agent-customer interactions. Customers are less likely to be furious or frustrated if they are directed to the relevant department after their initial engagement, which leads to a better agent experience.

4) Scaling the Business

The importance of brand perception has never been greater. Customers' perceptions of brands are shaped by how they handle them during times of crisis. The pillars of excellent customer experiences are empathy and authenticity, which are more vital than ever in the contemporary setting. Agents are better positioned to spend their time and efforts on adding the human touch now that AI helpdesk solutions are taking over the huge labor in customer service.

Brands may add significance to their customers' choices and differentiate themselves by teaching agents the foundations of empathetic communication. Early adopters of AI customer service solutions will, without a doubt, benefit from lower attrition and a favorable brand image. Furthermore, when brands promote technology skills such as AI, machine learning, and natural language processing, they are more likely to be seen as innovators. Brands can identify much more with innovation in the eyes of their customers by embracing sophisticated technology rather than depending exclusively on advertising or marketing.

Conclusion-

External disturbances, such as a pandemic, or the strength of the competition may be beyond the control of a company. However, it has a lot of say in how it responds to these changes. External uncertainties can be softened by AI helpdesk software, allowing for exceptional CX (Customer experience) results. However, finding the proper partner for your CX transformation journey is critical to realizing the full potential of AI helpdesk software.
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This is a decorative image for Project Management for AI-ML-DL Projects
June 29, 2022

Project Management for AI-ML-DL Projects

Managing a project properly is one of the factors behind its completion and subsequent success. The same can be said for any artificial intelligence (AI)/machine learning (ML)/deep learning (DL) project. Moreover, efficient management in this segment holds even more prominence as it requires continuous testing before delivering the final product.

An efficient project manager will ensure that there is ample time from the concept to the final product so that a client’s requirements are met without any delays and issues.

How is Project Management Done For AI, ML or DL Projects?

As already established, efficient project management is of great importance in AI/ML/DL projects. So, if you are planning to move into this field as a professional, here are some tips –

  • Identifying the problem-

The first step toward managing an AI project is the identification of the problem. What are we trying to solve or what outcome do we desire? AI is a means to receive the outcome that we desire. Multiple solutions are chosen on which AI solutions are built.

  • Testing whether the solution matches the problem-

After the problem has been identified, then testing the solution is done. We try to find out whether we have chosen the right solution for the problem. At this stage, we can ideally understand how to begin with an artificial intelligence or machine learning or deep learning project. We also need to understand whether customers will pay for this solution to the problem.

AI and ML engineers test this problem-solution fit through various techniques such as the traditional lean approach or the product design sprint. These techniques help us by analysing the solution within the deadline easily.

  • Preparing the data and managing it-

If you have a stable customer base for your AI, ML or DL solutions, then begin the project by collecting data and managing it. We begin by segregating the available data into unstructured and structured forms. It is easy to do the division of data in small and medium companies. It is because the amount of data is less. However, other players who own big businesses have large amounts of data to work on. Data engineers use all the tools and techniques to organise and clean up the data.

  • Choosing the algorithm for the problem-

To keep the blog simple, we will try not to mention the technical side of AI algorithms in the content here. There are different types of algorithms which depend on the type of machine learning technique we employ. If it is the supervised learning model, then the classification helps us in labelling the project and the regression helps us predict the quantity. A data engineer can choose from any of the popular algorithms like the Naïve Bayes classification or the random forest algorithm. If the unsupervised learning model is used, then clustering algorithms are used.

  • Training the algorithm-

For training algorithms, one needs to use various AI techniques, which are done through software developed by programmers. While most of the job is done in Python, nowadays, JavaScript, Java, C++ and Julia are also used. So, a developmental team is set up at this stage. These developers make a minimum threshold that is able to generate the necessary statistics to train the algorithm.  

  • Deployment of the project-

After the project is completed, then we come to its deployment. It can either be deployed on a local server or the Cloud. So, data engineers see if the local GPU or the Cloud GPU are in order. And, then they deploy the code along with the required dashboard to view the analytics.

Final Words-

To sum it up, this is a generic overview of how a project management system should work for AI/ML/DL projects. However, a point to keep in mind here is that this is not a universal process. The particulars will alter according to a specific project. 

Reference Links:

https://www.datacamp.com/blog/how-to-manage-ai-projects-effectively

https://appinventiv.com/blog/ai-project-management/#:~:text=There%20are%20six%20steps%20that,product%20on%20the%20right%20platform.

https://www.datascience-pm.com/manage-ai-projects/

https://community.pmi.org/blog-post/70065/how-can-i-manage-complex-ai-projects-#_=_

This is a decorative image for Top 7 AI & ML start-ups in Telecom Industry in India
June 29, 2022

Top 7 AI & ML start-ups in Telecom Industry in India

With the multiple technological advancements witnessed by India as a country in the last few years, deep learning, machine learning and artificial intelligence have come across as futuristic technologies that will lead to the improved management of data hungry workloads.

 

The availability of artificial intelligence and machine learning in almost all industries today, including the telecom industry in India, has helped change the way of operational management for many existing businesses and startups that are the exclusive service providers in India.

 

In addition to that, the awareness and popularity of cloud GPU servers or other GPU cloud computing mediums have encouraged AI and ML startups in the telecom industry in India to take up their efficiency a notch higher by combining these technologies with cloud computing GPU. Let us look into the 7 AI and ML startups in the telecom industry in India 2022 below.

 

Top AI and ML Startups in Telecom Industry 

With 5G being the top priority for the majority of companies in the telecom industry in India, the importance of providing network affordability for everyone around the country has become the sole mission. Technologies like artificial intelligence and machine learning are the key digital transformation techniques that can change the way networks rotates in the country. The top startups include the following:

Wiom

Founded in 2021, Wiom is a telecom startup using various technologies like deep learning and artificial intelligence to create a blockchain-based working model for internet delivery. It is an affordable scalable model that might incorporate GPU cloud servers in the future when data flow increases. 

TechVantage

As one of the companies that are strongly driven by data and unique state-of-the-art solutions for revenue generation and cost optimization, TechVantage is a startup in the telecom industry that betters the user experiences for leading telecom heroes with improved media generation and reach, using GPU cloud online

Manthan

As one of the strongest performers is the customer analytics solutions, Manthan is a supporting startup in India in the telecom industry. It is an almost business assistant that can help with leveraging deep analytics for improved efficiency. For denser database management, NVIDIA A100 80 GB is one of their top choices. 

NetraDyne

Just as NVIDIA is known as a top GPU cloud provider, NetraDyne can be named as a telecom startup, even if not directly. It aims to use artificial intelligence and machine learning to increase road safety which is also a key concern for the telecom providers, for their field team. It assists with fleet management. 

KeyPoint Tech

This AI- and ML-driven startup is all set to combine various technologies to provide improved technology solutions for all devices and platforms. At present, they do not use any available cloud GPU servers but expect to experiment with GPU cloud computing in the future when data inflow increases.

 

Helpshift

Actively known to resolve customer communication, it is also considered to be a startup in the telecom industry as it facilitates better communication among customers for increased engagement and satisfaction. 

Facilio

An AI startup in Chennai, Facilio is a facility operation and maintenance solution that aims to improve the machine efficiency needed for network tower management, buildings, machines, etc.

 

In conclusion, the telecom industry in India is actively looking to improve the services provided to customers to ensure maximum customer satisfaction. From top-class networking solutions to better management of increasing databases using GPU cloud or other GPU online services to manage data hungry workloads efficiently, AI and MI-enabled solutions have taken the telecom industry by storm. Moreover, with the introduction of artificial intelligence and machine learning in this industry, the scope of innovation and improvement is higher than ever before.

 

 

References

https://www.inventiva.co.in/trends/telecom-startup-funding-inr-30-crore/

https://www.mygreatlearning.com/blog/top-ai-startups-in-india/

This is a decorative image for Top 7 AI Startups in Education Industry
June 29, 2022

Top 7 AI Startups in Education Industry

The evolution of the global education system is an interesting thing to watch. The way this whole sector has transformed in the past decade can make a great case study on how modern technology like artificial intelligence (AI) makes a tangible difference in human life. 

In this evolution, edtech startups have played a pivotal role. And, in this write-up, you will get a chance to learn about some of them. So, read on to explore more.

Top AI Startups in the Education Industry-

Following is a list of education startups that are making a difference in the way this sector is transforming –

  1. Miko

Miko started its operations in 2015 in Mumbai, Maharashtra. Miko has made a companion for children. This companion is a bot which is powered by AI technology. The bot is able to perform an array of functions like talking, responding, educating, providing entertainment, and also understanding a child’s requirements. Additionally, the bot can answer what the child asks. It can also carry out a guided discussion for clarifying any topic to the child. Miko bots are integrated with a companion app which allows parents to control them through their Android and iOS devices. 

  1. iNurture

iNurture was founded in 2005 in Bengaluru, Karnataka. It provides universities assistance with job-oriented UG and PG courses. It offers courses in IT, innovation, marketing leadership, business analytics, financial services, design and new media, and design. One of its popular products is KRACKiN. It is an AI-powered platform which engages students and provides employment with career guidance. 

  1. Verzeo

Verzeo started its operations in 2018 in Bengaluru, Karnataka. It is a platform based on AI and ML. It provides academic programmes involving multi-disciplinary learning that can later culminate in getting an internship. These programmes are in subjects like artificial intelligence, machine learning, digital marketing and robotics.

  1. EnglishEdge 

EnglishEdge was founded in Noida in 2012. EnglishEdge provides courses driven by AI for getting skilled in English. There are several programmes to polish your English skills through courses provided online like professional edge, conversation edge, grammar edge and professional edge. There is also a portable lab for schools using smart classes for teaching the language. 

  1. CollPoll

CollPoll was founded in 2013 in Bengaluru, Karnataka. The platform is mobile- and web-based. CollPoll helps in managing educational institutions. It helps in the management of admission, curriculum, timetable, placement, fees and other features. College or university administrators, faculty and students can share opinions, ideas and information on a central server from their Android and iOS phones.

  1. Thinkster

Thinkster was founded in 2010 in Bengaluru, Karnataka. Thinkster is a program for learning mathematics and it is based on AI. The program is specifically focused on teaching mathematics to K-12 students. Students get a personalised experience as classes are conducted in a one-on-one session with the tutors of mathematics. Teachers can give scores for daily worksheets along with personalised comments for the improvement of students. The platform uses AI to analyse students’ performance. You can access the app through Android and iOS devices.

  1. ByteLearn 

ByteLearn was founded in Noida in 2020. ByteLean is an assistant driven by artificial intelligence which helps mathematics teachers and other coaches to tutor students on its platform. It provides students attention in one-on-one sessions. ByteLearn also helps students with personalised practice sessions.

Key Highlights

  • High demand for AI-powered personalised education, adaptive learning and task automation is steering the market.
  • Several AI segments such as speech and image recognition, machine learning algorithms and natural language processing can radically enhance the learning system with automatic performance assessment, 24x7 tutoring and support and personalised lessons.
  • As per the market reports of P&S Intelligence, the worldwide AI in the education industry has a valuation of $1.1 billion as of 2019.
  • In 2030, it is projected to attain $25.7 billion, indicating a 32.9% CAGR from 2020 to 2030.

Bottom Line

Rising reliability on smart devices, huge spending on AI technologies and edtech and highly developed learning infrastructure are the primary contributors to the growth education sector has witnessed recently. Notably, artificial intelligence in the education sector will expand drastically. However, certain unmapped areas require innovations.

With experienced well-coordinated teams and engaging ideas, AI education startups can achieve great success.

Reference Links:

https://belitsoft.com/custom-elearning-development/ai-in-education/ai-in-edtech

https://www.emergenresearch.com/blog/top-10-leading-companies-in-the-artificial-intelligence-in-education-sector-market

https://xenoss.io/blog/ai-edtech-startups

https://riiid.com/en/about

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