The challenge
The client wanted to automate service desk requests handled by voice to reduce manual effort.
Technology Services • Azure AI
AI Application
AI Voicebot for Service Desk Automation
Built an AI voicebot on Microsoft Azure to automate service desk interactions.
Ref: IKLUS113129
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The approach
Kumulus integrated AI components into the service desk application on Microsoft Azure, covering architecture, APIs, user experience and operational controls.
The outcome
Gave service desk teams a structured conversational entry point for routine requests: a multi-agent voicebot integrated with Webex Contact Center and ServiceNow that automates call intake, classifies support requests and creates enriched tickets.
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