Home > Companies > Thought Leaders > Q&A with Bibhakar Pandey, Vice President & Leader of Customer Experience, Marketing Services at Capgemini

Q&A with Bibhakar Pandey, Vice President & Leader of Customer Experience, Marketing Services at Capgemini

Bibhakar Pandey, Vice President & Leader of Customer Experience, Marketing Services at Capgemini, is a dynamic leader with more than 25 years of industry experience leading global, multi-cultural experience teams across North America, Europe, and APAC. Bibhakar has built a career on achieving year-on-year success in driving business-growth objectives and empowering organizations to address challenging business needs through the application of cloud, mobile, content, commerce, analytics, and social technologies. He has built teams with lean and agile cultures and employed new and emerging digital technologies. He has been an enterprising leader, mentor, and coach, driving continuous performance excellence within his team. He has successfully incubated and scaled businesses including marketing services and interactive and digital engineering.

Clients are going to expect a lot of personalization in their businesses; consumers are going to expect the same. To avoid data silos, having an emphasis on driving real-time information from customer data and sources is really core for any company to become digitally native.



MEDIA 7: You come with an extensive professional journey of 25 years, would you like to take us through it?
BIBHAKAR PANDEY: It's been a very exciting, fulfilling, and rewarding journey for me so far. Ever since I started my career as a developer, my focus has been on building and delivering multi-technology solutions. I have always enjoyed driving CX transformation projects, especially when it comes to marketing, sales, service, e-commerce, and the employee experience. However above all else, I most enjoy coaching and mentoring young talent and seeing them flourish as future leaders. So, all in all, it's been a rewarding experience.


M7: How is Capgemini bridging the gap between business, technology and operations to help your clients become digital natives?
BP: At Capgemini, we encourage our clients to look beyond technology. We want them to be technology agnostic and try to solve the business problem or address the opportunities that they are really driving into the market. So, it’s not one silver bullet or technology that can solve the problem for them but it is a combination of technologies that come together to solve the business problem. As customer experience becomes core to any business and transformation project, especially in this pandemic and the post-pandemic world, it is increasingly important for clients to re-look at their customer data and glean meaningful information. Clients are going to expect a lot of personalization in their businesses; consumers are going to expect the same. To avoid data silos, having an emphasis on driving real-time information from customer data and sources is really core for any company to become digitally native.


M7: Speaking of COVID-19, how has the pandemic changed the way you do business at Capgemini?
BP: The pandemic has only accelerated the digital transformation journey that would have happened over the next ten years. Especially in the customer experience world, if you look at some of the analyst data and research that has been done; in the US, 40% of the adults who are shopping online actually don’t feel compelled to go to the stores. In fact, one-third of them actually feel like there’s no need for them to go to the store because they don’t feel these stores have anything extra to offer. What is actually happening is that the wall between the physical and digital is actually blurring a lot and which is then driving behavioural shifts.

Consumers’ attention spans are very limited on digital channels, so that’s all the more important that the right information goes to the consumer at the right time across the engagement lifecycle, not just when they’re exploring in a commerce channel. I keep going back to data and customers; that is playing a huge role in the business to drive a lot more personalized engagement through different channels. Whether you’re on your mobile, laptop, or a kiosk, the clients want to see a seamless engagement across these channels; the problem is the data sits in their respective siloes of the channel, so it’s not that simple to provide that seamless experience. That’s where businesses need to invest and drive a seamless customer experience across their engagement lifecycle.


Consumers’ attention spans are very limited on digital channels, so that’s all the more important that the right information goes to the consumer at the right time across the engagement lifecycle, not just when they’re exploring in a commerce channel.



M7: Speaking of how customers are shifting towards e-commerce, how do you ensure that they get rewarded with the best customer experience?
BP: First of all, you need to rely on contextual customer insights; it’s really important that each business understands their customers’ history and real-time behaviour. Then, you need to enhance your automation and AI capabilities because these are becoming real-time investments across channels. In that sense, AI is going to play a key role in determining real-time personalized content to help drive product information to engage the customers and cater to them during this journey. At Capgemini, we are doing this with multiple partners; there are a lot of niche players, but we also have strategic investments with large platforms that can build a complete unified experience; we are trying to bridge the gap in their solutions through our overlay of business solutions and accelerators to help the client realize the maximum value through these implementations.


M7: As a business leader how are you preparing for an AI-centric world?
BP: Organizations need to keep pace with the technology because AI, ML, AR, VR and other immersive technologies are becoming more popular. Capgemini is working on a customer experience foundry to meet those expectations and tests new technology for our clients. It’s also important to be engaged with the teams on the ground. I have a lot of senior architects and developers who are on client sites leveraging different types of AI-powered technologies. Our teams have been forthcoming in sharing these thoughts which have helped us a lot.


M7: Has there been any problems regarding working from home? How do you keep yourself and your team motivated in these difficult times?
BP: At Capgemini, we have really helped our employees to be independent and become self-reliant in these remote environments. We do our team celebrations virtually; happy hours that enable our team to be consistently motivated. We do what we used to do as reward and recognition, in fact, this has also helped us in a way that you don’t really have to travel somewhere to meet a person. You can actually meet your team and do more one-on-one with your team on a much more regular basis. We are adapting to remote work culture, and most of the work we used to do in the CX space was in a remote delivery model. So that part is not going to change, in my opinion. I think what will change post-pandemic is we will get a lot more hybrid ecosystems up and running successfully.


I encourage people to be an expert in their domain and take time to learn and understand what these technologies can do in the context of journey orchestration across domains. This is only going to become more important and relevant over the next few years.



M7: What do you read and how do you manage to stay at the top of your game?
BP: I enjoy reading a lot of analyst reports. Especially when it comes to CX transformation, Forrester has invested a lot in doing the research and figuring out what the future is going to look like. So obviously I am very passionate about learning as much as I can about the CX space. I also read a lot of nonfiction books. I am a big fan of Geoffrey Moore, especially one of the books he wrote called Dealing with Darwin. It’s important to remember that as human beings, as companies, as organizations we are going to continuously morph ourselves to meet new challenges.


M7: What is your advice is to the people who are looking to start a career in STEM?
BP: We are going through a massive shift right now, and it’s redefining the way people are going to live now and into the next generation. How you live, engage, interact, and study – all of these things are getting redefined right now and that redefinition is going to continue for the next few years. So, a lot of things are going to keep on changing and technology is going to be a core driver of these changes. I tell people to be patient, be nimble, and be agile, and never stop learning new things.


M7: Anything else you’d like to discuss about?
BP: I am really passionate about developing our STEM workforce as there is so much constant change. For example, new-age software is being built that won’t require a lot of implementation time; it's built on a cloud-native architecture. I encourage people to be an expert in their domain and take time to learn and understand what these technologies can do in the context of journey orchestration across domains. This is only going to become more important and relevant over the next few years.

ABOUT CAPGEMINI

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast-evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.

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PSPDFKit Leads the AI Revolution in Intelligent Document Processing with Release of XtractFlow

PSPDFKit | January 23, 2024

PSPDFKit, a leading document processing and manipulation platform, announces the release of XtractFlow – a groundbreaking intelligent document processing (IDP) engine powered by generative AI. XtractFlow provides advanced automation for large-scale document classification and data extraction across a broad range of formats, with human-level accuracy. Due to the vast and varied document landscape, traditional IDP platforms are inefficient to run, requiring more resources, time and complex processes. Developers and automation project managers may require several days for setup and deployment of document classification, as well as face complexities with data extraction workflows when working with a broad range of formats in order to achieve high levels of accuracy. This is exacerbated by the limitation of using templates and pre-set patterns to extract data. XtractFlow addresses these challenges by simplifying setup and deployment to a single day and using generative AI from OpenAI and Azure in the first release to intelligently identify the document format, classify the types of documents co-mingled in unstructured storage, and consistently extract data, regardless of its location in the document, with human-level accuracy. AI-Powered Features Supports Hundreds of Formats XtractFlow efficiently extracts data from hundreds of document formats, including PDF, JPEG, Office and CAD files, regardless of document complexity. Automate Document Classification With minimal setup, XtractFlow automatically categorizes documents including contracts, legal filings, lab reports, bank statements and more, in high-volume workflows. Developers can easily customize deployment with either the XtractFlow SDK or API. Extract Data Accurately and Effortlessly XtractFlow effortlessly interprets and retrieves the data users need, avoiding extensive coding and the strict rules for data extraction with a no-code approach, and enables a natural-language experience for the end users. "We've always felt we could go far beyond traditional IDP technology — more accuracy and more intelligence — along with less work spent setting and tuning it for specific workflows," says Miloš Đekić, Vice President of Product Management at PSPDFKit. "Generative AI has enabled us to deliver XtractFlow and bring human-level accuracy to document classification and data extraction in a way that significantly accelerates time to value for our customers." XtractFlow supports PSPDFKit customer data security standards with a strict non-storage policy and aligns with global data retention standards, ensuring integrity and security at every step of your applications and business processes. About PSPDFKit PSPDFKit is helping the world innovate beyond paper with its developer tools, API services, and low-code solutions covering the entire document lifecycle from creation, manipulation, real-time collaboration, signing and markup. The company's products cover all major platforms and support a wide range of programming languages and can be deployed on-premise or in the cloud with ease and at any scale. PSPDFKit has earned its developer first reputation by pioneering products that are easily integrated, completely customizable to fit any deployment and workflow, and trusted by startups, SMBs and some of the largest multinational enterprises.

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General AI

New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management

SysAid | January 12, 2024

SysAid, a leading provider of IT and Enterprise Service Management solutions, proudly announces the commencement of an exciting new chapter with the commercial release of SysAid Copilot, designed to liberate organizations by putting AI to work, for them and their people. At the core of SysAid Copilot is the AI Chatbot for End Users delivering always-on, 24/7 service. This conversational self-service experience uses generative AI to help employees work through issues by delivering answers, utilizing the organization's data, from knowledge base articles through ticket resolution history – as well as verified external data sources, links, and documents. Combating ineffective virtual agent deployment According to Gartner, "Staffing an IT service desk is difficult and a considerable expense. Long phone queues and abandoned calls are not uncommon. Yet, many I&O leaders have experienced issues with the implementation and adoption of virtual support agents, which are aimed at alleviating some of these challenges." One of the main factors attributed to these issues is that initial deployments of chatbots were ineffective[1]. With no code zero setup required, SysAid Copilot comes with a feature set designed to counter the potential pitfalls arising from sub-optimal deployment of traditional virtual support agents. The AI Usage Dashboard clearly reflects the value provided to both admins and end users through usage of SysAid Copilot features. For example, adoption of the AI Chatbot for End Users and Assistive AI features for admins. It also offers insights into AI-contained issues, indicating the rate at which problems were automatically resolved by SysAid Copilot using the organization's data and averting the need for ticket creation. In parallel, admins maintain ultimate control over the quality of responses with the ability to monitor, edit, and fine-tune answers provided by the AI Chatbot enabled by a Monitor and Fine-Tune feature. AI Author enables the provision of consistently professional service by rephrasing replies, elaborating on answers, and breaking down information into simple steps with responses that are comprehensible and accessible for employees. This also exempts admins from the need to grapple with wording and grammar. Embedded into the channels that employees already use, SysAid Copilot facilitates quick adoption within the organization. For example, employees get service in a single click from the AI Chatbot (one-click ticket creation) or automatically via the AI Emailbot, delivering an immediate response even before an admin sees the ticket. Increasing productivity SysAid Copilot leverages cutting-edge generative AI technology, elevating admins to play a strategic role in the organization and improving IT productivity by over 20%. "The release of SysAid Copilot is a momentous milestone in our quest to lead organizations on a transformative journey toward AI-driven organizational processes and excellence," said Avi Kedmi, SysAid CEO. "Tapping into specialized data accumulated from thousands of customers and millions of users, SysAid Copilot enables employees to enjoy a fully conversational experience, freeing up admins to focus on more strategic work and become the catalyst for organizational productivity. SysAid Copilot orchestrates service management across the organization, embodying our commitment to infusing intelligence and ease into the workday, reshaping the landscape of service management. And this is only the beginning, as our dynamic roadmap promises a steady stream of groundbreaking features and capabilities ahead, ensuring the success of our customers." The General Availability of SysAid Copilot follows a 5-month design partner and beta program in which a diverse and engaged group of active customers played a pivotal role in refining and enhancing the product. The dedication and enthusiasm of the beta partners have been instrumental in shaping the product and ensuring that it is finely tuned to address the unique needs of SysAid's customer community, not only meeting but exceeding their expectations. Enhancing CSAT scores and slashing MTTR SysAid Copilot includes AI Intelligent Categorization automatically categorizing tickets submitted via the AI Chatbot for End Users and routes to the right people while making suggestions for more appropriate categories for tickets that come in through other channels, reducing human error in ticket categorizations by ~40%. In parallel, AI Case Summarization provides admins with a real-time summarization of the ticket content and employee sentiment (AI Emotion) so admins can understand the context, history, and end-user sentiment at a glance. "SysAid Copilot has helped our organization a great deal in providing support quicker. Since our department is oftentimes understaffed, wait times are higher than normal, and with SysAid Copilot we've witnessed those wait times plummeting," said Nathan Gleed, IT at the City of St George. "One of the most amazing aspects of this new technology is its continual learning, consistently improving performance and generating more accurate and sophisticated output." About SysAid SysAid is on a mission to liberate organizations by putting AI to work for them and their people. We orchestrate service management across organizations with generative AI that taps into specialized data accumulated from thousands of customers and millions of users. With zero setup requirements, our conversational AI manages employees' requests, assists with queries, and accelerates the resolution of issues. With intelligence and ease infused into the workday, productivity thrives so that employees can focus on what they're meant to do, and organizations are free to fulfill their purpose. With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries. For more information, please visit www.sysaid.com

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AI Tech

Qlik Launches AI Council to Responsibly Accelerate Enterprise Adoption of AI

Qlik | January 25, 2024

<p> Qlik, a global leader in data analytics and integration, today announces the establishment of its inaugural AI Council &ndash; an initiative that further embeds leading edge, ethical AI development at the heart of the company&rsquo;s mission and industry proposition. By convening a distinguished set of advisors, Qlik will accelerate the responsible development of its AI-driven product portfolio, benefitting from the expertise of some of the world&rsquo;s most prominent AI experts, to help customers use their data to achieve more significant business outcomes.</p> <p> Qlik&rsquo;s Generative AI Benchmark Report found that 31% of senior executives plan to spend over $10 million on generative AI initiatives in the coming year and 79% have already invested in generative AI tools or projects. Despite this enthusiasm, it also found that they understand the need to surround them with the right data strategies to realize their potential. If the data building blocks of AI are not governed properly as it is democratized across the entire workforce, it could present a serious threat to the efficiency and integrity of business operations. The AI Council has been established to help Qlik&rsquo;s customers navigate these challenges and advise on best practices.</p> <p> Members of the Council will work within Qlik to guide the company&rsquo;s R&amp;D direction, inform its product roadmap and ensure its customers&rsquo; use of Qlik&rsquo;s AI is built with responsibility and ethics front of mind. The Council will also educate Qlik leaders and employees on how to harness the full potential of AI, while providing insights into the priorities of business leaders tasked with demonstrating value from AI investment.</p> <p> The AI Council features some of the most renowned subject matter experts from around the world. More information on these members can be found on our Qlik Staige website:</p> <ul> <li> <strong>Nina Schick &ndash; Author, Advisor and Founder of an advisory firm focused on GenAI</strong><br /> A world-leading authority on generative AI, Nina has long been analyzing emerging technology trends for society. With over two decades of geopolitical experience, she has advised global leaders, including Joe Biden, President of the United States, and was articulating her vision of the &lsquo;AI inflexion point&rsquo; years before ChatGPT made AI a global phenomenon.</li> </ul> <ul> <li> <strong>Dr. Rumman Chowdhury &ndash; Responsible AI leader, engineer, auditor and investor</strong><br /> Rumman is a pioneer in the field of applied algorithmic ethics, creating cutting-edge socio-technical solutions for ethical, explainable and transparent AI. She is currently the CEO and founder of Humane Intelligence, a tech nonprofit that builds a community of practice around algorithmic evaluations. She has also served on multiple boards, including the UK Center for Data Ethics and Innovation, and on UN&rsquo;s Broadband Commission for Sustainable Development, Oxford University&rsquo;s Commission on AI and Governance, and Patterns data science journal. Previously, Rumman was the Director of META (ML Ethics, Transparency, and Accountability) team at Twitter, leading a team of applied researchers and engineers to identify and mitigate algorithmic harms on the platform.</li> </ul> <ul> <li> <strong>Kelly Forbes &ndash; Co-Founder and Executive Director, AI Asia Pacific Institute</strong><br /> Kelly sits at the intersection of policy, research and industry, working with leading organizations and governments to address the risks associated with AI through international cooperation. With extensive experience in the Asia-Pacific region, Kelly has conducted research on AI governance, public-private dialogue and government policy issues.</li> </ul> <ul> <li> <strong>Dr. Michael Bronstein &ndash; DeepMind Professor of Artificial Intelligence, University of Oxford</strong><br /> An award-winning academic, Michael was previously Head of Graph Learning Research at Twitter, a professor at Imperial College London and has held visiting appointments at Stanford, MIT, and Harvard. Michael is also a serial entrepreneur, having founded startups such as Novafora, Invision (acquired by Intel in 2012), Videocites and Fabula AI (acquired by Twitter in 2019).</li> </ul> <p> &quot;The formation of Qlik&#39;s AI Council is a strategic leap, reflecting our deep-seated commitment to not just advancing AI, but doing so with ethical integrity and practical applicability,&quot; said Mike Capone, CEO of Qlik. &quot;Our goal is crystal clear: to enable our customers to harness AI in a way that&#39;s not only transformative, but also responsible. By uniting a cadre of AI luminaries, we are sharpening our focus on delivering AI solutions that are not just cutting-edge, but also seamlessly integrated and governed. This initiative is a pivotal chapter in our journey, marking a bold move towards democratizing AI in a manner that is both accessible and aligned with our core mission of driving substantial, data-driven business outcomes.&quot;</p> <p> Data and analytics leaders from around the world can hear from the AI Council at Qlik Connect, which takes place on June 3-5 in Orlando, Florida. At the pre-eminent event for data analytics, integration, and AI, Council members will share their take on the opportunities and challenges for businesses exploring the value of automation in their data strategy. Additional details and event registration is at www.qlikconnect.com</p> <p> &ldquo;I am excited to join Qlik&rsquo;s AI Council and work with some of the greatest minds in AI to optimize how businesses around the world use data,&rdquo; said Rumman Chowdhury, member of Qlik&rsquo;s AI Council. &ldquo;We&rsquo;ve reached an inflection point where innovations like generative AI are impacting the world as the internet did. This is not the time for complacency. &lsquo;Adopting AI&rsquo; is not as simple as some suggest, but getting left behind is a risky game. By taking responsible steps, organizations can enter an era of unprecedented innovation &ndash; I look forward to being able to contribute to this evolution.&rdquo;</p> <p> &ldquo;In working at JBS USA, I recognize the significance of Qlik&#39;s advancements in AI, embodying a responsible and pragmatic approach to enterprise AI development,&rdquo; said Stephanie Robinson, IT Business Intelligence Manager at JBS. &ldquo;Qlik&#39;s dedication to enhancing AI applications aligns with our focus on employing technology to drive substantial business outcomes. We value Qlik&#39;s commitment to ethical AI practices and are optimistic about the beneficial impact this will have on the industry.&rdquo;</p> <p> <strong>About Qlik</strong><br /> Qlik converts complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages advanced, enterprise-grade AI/ML and pervasive data quality. We excel in data integration and governance, offering comprehensive solutions that work with diverse data sources. Intuitive analytics from Qlik uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities. Our AI/ML tools, both practical and scalable, lead to better decisions, faster. As strategic partners, our platform-agnostic technology and expertise make our customers more competitive.</p> <p> 2024 QlikTech International AB. All rights reserved. All company and/or product names may be trade names, trademarks and/or registered trademarks of the respective owners with which they are associated.</p> <p> The development, release and timing of any product or functionality described herein remain at the sole discretion of Qlik and should not be relied upon in making a purchasing decision.</p>

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AI Tech

PSPDFKit Leads the AI Revolution in Intelligent Document Processing with Release of XtractFlow

PSPDFKit | January 23, 2024

PSPDFKit, a leading document processing and manipulation platform, announces the release of XtractFlow – a groundbreaking intelligent document processing (IDP) engine powered by generative AI. XtractFlow provides advanced automation for large-scale document classification and data extraction across a broad range of formats, with human-level accuracy. Due to the vast and varied document landscape, traditional IDP platforms are inefficient to run, requiring more resources, time and complex processes. Developers and automation project managers may require several days for setup and deployment of document classification, as well as face complexities with data extraction workflows when working with a broad range of formats in order to achieve high levels of accuracy. This is exacerbated by the limitation of using templates and pre-set patterns to extract data. XtractFlow addresses these challenges by simplifying setup and deployment to a single day and using generative AI from OpenAI and Azure in the first release to intelligently identify the document format, classify the types of documents co-mingled in unstructured storage, and consistently extract data, regardless of its location in the document, with human-level accuracy. AI-Powered Features Supports Hundreds of Formats XtractFlow efficiently extracts data from hundreds of document formats, including PDF, JPEG, Office and CAD files, regardless of document complexity. Automate Document Classification With minimal setup, XtractFlow automatically categorizes documents including contracts, legal filings, lab reports, bank statements and more, in high-volume workflows. Developers can easily customize deployment with either the XtractFlow SDK or API. Extract Data Accurately and Effortlessly XtractFlow effortlessly interprets and retrieves the data users need, avoiding extensive coding and the strict rules for data extraction with a no-code approach, and enables a natural-language experience for the end users. "We've always felt we could go far beyond traditional IDP technology — more accuracy and more intelligence — along with less work spent setting and tuning it for specific workflows," says Miloš Đekić, Vice President of Product Management at PSPDFKit. "Generative AI has enabled us to deliver XtractFlow and bring human-level accuracy to document classification and data extraction in a way that significantly accelerates time to value for our customers." XtractFlow supports PSPDFKit customer data security standards with a strict non-storage policy and aligns with global data retention standards, ensuring integrity and security at every step of your applications and business processes. About PSPDFKit PSPDFKit is helping the world innovate beyond paper with its developer tools, API services, and low-code solutions covering the entire document lifecycle from creation, manipulation, real-time collaboration, signing and markup. The company's products cover all major platforms and support a wide range of programming languages and can be deployed on-premise or in the cloud with ease and at any scale. PSPDFKit has earned its developer first reputation by pioneering products that are easily integrated, completely customizable to fit any deployment and workflow, and trusted by startups, SMBs and some of the largest multinational enterprises.

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General AI

New SysAid Copilot counters ineffective chatbot deployments with next-gen, generative AI-powered IT Service Management

SysAid | January 12, 2024

SysAid, a leading provider of IT and Enterprise Service Management solutions, proudly announces the commencement of an exciting new chapter with the commercial release of SysAid Copilot, designed to liberate organizations by putting AI to work, for them and their people. At the core of SysAid Copilot is the AI Chatbot for End Users delivering always-on, 24/7 service. This conversational self-service experience uses generative AI to help employees work through issues by delivering answers, utilizing the organization's data, from knowledge base articles through ticket resolution history – as well as verified external data sources, links, and documents. Combating ineffective virtual agent deployment According to Gartner, "Staffing an IT service desk is difficult and a considerable expense. Long phone queues and abandoned calls are not uncommon. Yet, many I&O leaders have experienced issues with the implementation and adoption of virtual support agents, which are aimed at alleviating some of these challenges." One of the main factors attributed to these issues is that initial deployments of chatbots were ineffective[1]. With no code zero setup required, SysAid Copilot comes with a feature set designed to counter the potential pitfalls arising from sub-optimal deployment of traditional virtual support agents. The AI Usage Dashboard clearly reflects the value provided to both admins and end users through usage of SysAid Copilot features. For example, adoption of the AI Chatbot for End Users and Assistive AI features for admins. It also offers insights into AI-contained issues, indicating the rate at which problems were automatically resolved by SysAid Copilot using the organization's data and averting the need for ticket creation. In parallel, admins maintain ultimate control over the quality of responses with the ability to monitor, edit, and fine-tune answers provided by the AI Chatbot enabled by a Monitor and Fine-Tune feature. AI Author enables the provision of consistently professional service by rephrasing replies, elaborating on answers, and breaking down information into simple steps with responses that are comprehensible and accessible for employees. This also exempts admins from the need to grapple with wording and grammar. Embedded into the channels that employees already use, SysAid Copilot facilitates quick adoption within the organization. For example, employees get service in a single click from the AI Chatbot (one-click ticket creation) or automatically via the AI Emailbot, delivering an immediate response even before an admin sees the ticket. Increasing productivity SysAid Copilot leverages cutting-edge generative AI technology, elevating admins to play a strategic role in the organization and improving IT productivity by over 20%. "The release of SysAid Copilot is a momentous milestone in our quest to lead organizations on a transformative journey toward AI-driven organizational processes and excellence," said Avi Kedmi, SysAid CEO. "Tapping into specialized data accumulated from thousands of customers and millions of users, SysAid Copilot enables employees to enjoy a fully conversational experience, freeing up admins to focus on more strategic work and become the catalyst for organizational productivity. SysAid Copilot orchestrates service management across the organization, embodying our commitment to infusing intelligence and ease into the workday, reshaping the landscape of service management. And this is only the beginning, as our dynamic roadmap promises a steady stream of groundbreaking features and capabilities ahead, ensuring the success of our customers." The General Availability of SysAid Copilot follows a 5-month design partner and beta program in which a diverse and engaged group of active customers played a pivotal role in refining and enhancing the product. The dedication and enthusiasm of the beta partners have been instrumental in shaping the product and ensuring that it is finely tuned to address the unique needs of SysAid's customer community, not only meeting but exceeding their expectations. Enhancing CSAT scores and slashing MTTR SysAid Copilot includes AI Intelligent Categorization automatically categorizing tickets submitted via the AI Chatbot for End Users and routes to the right people while making suggestions for more appropriate categories for tickets that come in through other channels, reducing human error in ticket categorizations by ~40%. In parallel, AI Case Summarization provides admins with a real-time summarization of the ticket content and employee sentiment (AI Emotion) so admins can understand the context, history, and end-user sentiment at a glance. "SysAid Copilot has helped our organization a great deal in providing support quicker. Since our department is oftentimes understaffed, wait times are higher than normal, and with SysAid Copilot we've witnessed those wait times plummeting," said Nathan Gleed, IT at the City of St George. "One of the most amazing aspects of this new technology is its continual learning, consistently improving performance and generating more accurate and sophisticated output." About SysAid SysAid is on a mission to liberate organizations by putting AI to work for them and their people. We orchestrate service management across organizations with generative AI that taps into specialized data accumulated from thousands of customers and millions of users. With zero setup requirements, our conversational AI manages employees' requests, assists with queries, and accelerates the resolution of issues. With intelligence and ease infused into the workday, productivity thrives so that employees can focus on what they're meant to do, and organizations are free to fulfill their purpose. With over 5,000 customers, SysAid partners with organizations ranging from small businesses to Fortune 500 enterprises across 140 countries. For more information, please visit www.sysaid.com

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Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse o...

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