Calvin Hindle : Lead Consultant [HyperAutomation , Generative AI, LLM's, RPA]

"Customer self service" is not something new to the business world, but with the rapid development and innovation with Ai we are now at an era where we can push boundaries and innovate further. The prototype was built to facilitate a requirement where a customer could interact with a kiosk in Sinhala. The Ai based kiosk solution would also recognize the customer's face, emotions using face recognition technology. The kiosk solution will also be integrated to back-end applications to pull & push information during customer engagements (ERP, CRM & Core banking) A collaboration of many technologies have been used to get this prototype to reality. Microsoft Cognitive : LUIS Microsoft Bot framework Microsoft Q&A Microsoft Face API Google speech to text (Sinhala) CISCO Remote expert

Artificial Intelligence (AI) is transforming the world, enabling people to rethink their day today activities. Where ever there is any repetitive task involving humans, an Ai bot can be implemented to automate the process. Almost all organizations have an internal IT support desk that use some sort of SR ticketing tool to keep track of the SR’s which were raised. According to our analysis, more than 40% of the SR’s raised in an organization were repetitive and creating SR’s on these applications have become a hectic task for the support teams. This is because either user would directly call the support desk or drop mails about the issue and these mails would include lengthy content, screenshots of the errors and problem definitions as well. Categorizing the SR’s has become a nightmare for the support agents. So we figured out that all these repetitive & manual tasks can be automated by an Ai solution. Our approach to the problem can be described by a high level flow as given b

Customer Experience or CRM solutions have been evolving from time to time. At the very early stages we saw on-premise solutions with very standard GUI’s and then with the whole cloud transformation we saw not only CRM solutions but all on premise software applications such as ERP, HCM moving in to the cloud. All most every software company is now a saas cloud provider. But if you look at the CRM solutions then and now it pretty much has the same rules, flows, fields & forms for each business process. For an example, like the sales force automation process or the complaint management process, same set of fields, same set of business rules, yes ! but obviously things have got smarter with BI intelligence and better looking interactive user interfaces, but the main core remains the same. The CRM applications still relies mostly on manual data entry that users fill through forms and fields. CRM solution providers would sell their solutions by claiming its equipped with cu