Copperberg Field Service White Paper
Analyst Research
Copperberg: Drive Field Service Excellence

Leveraging AI to Disrupt the Service Business

HCL IntelliService is an AI – based services optimization platform that transforms customer service into customer success. The platform supports many connectors out of the box that ingest data across customer relationship management, sales force automation, enterprise service management, emails and document management systems in multi/hybrid cloud deployments. The AI platform leverages advanced technologies such as Cognitive Search, Conversational AI, Workflow Automation, and Augmented Analytics to provide a game-changing customer experience while empowering service agents with sophisticated tools and analytics to reduce time to resolution.

Automate and customize complex workflows and manage advanced interactions leveraging

  • Out-of-the-box apps and templates for faster time-to-value
  • Built-in keywords, vocabulary, and nomenclature for quicker deployment
  • Flexible integration with heterogeneous enterprise systems

With HCL, leverage an AI-driven productivity platform to reduce customer support call volumes and service request resolution times across the customer service life cycle

Business Benefits

HCL IntelliService - AI-based Service Optimization Platform
customer satisfaction

Improve Customer Satisfaction

customer satisfaction

Reduce Operational Costs

customer satisfaction

Optimize Business Growth

Platform Capabilities

Actionable Analytics

  • Effective KPI tracking and Reports
  • Monitoring & Alerting
  • Ticket Insights & Intelligence

Virtual Agent

  • Workflow automation & Rule Engine
  • Conversational workflow design
  • Predictive AI-based guidance and more

High Customization

  • Microservices based architecture
  • Unique service language understanding
  • Private cloud, public cloud, and on-premises deployment options

Intelligent Triage

  • Auto extracted symptoms, root causes, recommendations & associated costs in every problem ticket
  • Context-aware questions generation and more

Knowledge Mining & Search

  • Single search index across data sources
  • Varied document formats understanding
  • Intelligent search interface for any application type

Measurable Customer Results

Image
bb1_reduction-in-volume_its.png
30%
Reduction in Call Volume
Image
bb2_response-time_its.png
40%
Improvement in First Contact Resolution
Image
bb3_service_team_productivity_its.png
25%
Improvement in Service Team Productivity
Image
bb4_reduction-in-ticket-resolution-time_its.png
15%
Reduction in Ticket Resolution Time

Get Started

Image
cloud_icon.png
Get started with free Business Value Assessment
Image
download_icon.png
Explore Resource Library
Image
message_icon.png
Support