CINDE (Conversational Interface and Decisioning Engine), a conversational AI and machine reasoning based engine is designed to transform customer experience by resolving most incoming issues automatically. It uses sophisticated natural language & machine reasoning and responds with intelligent personalized messages. Not just that. It also understands the intent of an issue corresponding to an incident, service request or a query which leads to zero downtime. This gives more time to agents to focus on high impact work.
CINDE walks the talk.
24/7 Service desk
AI-powered CINDE is always available to support customers, be it on a Sunday afternoon or thanksgiving week.
With self-service and knowledge driven intelligence, CINDE can resolve tickets faster when compared to the traditional service desk.
Auto resolves minimum 30% service requests of an organization, which leads to big savings.
Enhances agent effectiveness
Carries the maximum weight of L1 and freeing up agents to focus on high impact work.
Customers can interact using natural language through webchat, MS Teams, Slack, and Jabber.
Understands the context in which a user’s intent is expressed and then uses machine reasoning to determine the next best course of action.
Service desk intelligence feature enables intelligent routing to the right analyst based on historical records.
Reduces alarms and service tickets by orders of magnitude through event correlation.
AI-driven Knowledge Intelligence
CINDE’s AI-driven knowledge intelligence is a revolutionary system that helps to find the right knowledge articles, when and where it is required.
Knowledge driven Intelligence features:
Add knowledge articles to the knowledge management system
Natural language processing enabled
User’s intent based search
Takes corrective actions using AI logic
Service Desk Intelligence
Improve analysts’ productivity by auto-categorization and classification of service requests and incidents. The Service Desk Intelligence makes the analyst’s job easier by auto-filling the fields. And that’s not it. Leveraging AI, it predicts and automatically assigns the best fit analyst for incidents and service requests based on the historical ticket data, skill set, current workload, availability, workgroup, or location. Service Desk Intelligence helps in reducing the workload and drives better operational efficiency by letting analysts focus on high impact work.
Monitoring and Alarm Reduction
Reducing number of alarms by orders of magnitude for NOC by grouping them based on event source, event type, host status, time window etc.
Operational Intelligence for Escalation of Incidents
Troubleshooting incidents and understanding the causes behind their occurrence based on relevant past incidents and knowledge articles of interest.