Data-Driven Service Delivery Transformation
2021-2024, Customer: IAC.ai
Business Challenges Addressed by the Project:
- Addressing the Rising Tide of Incidents: Combatting the increasing volume of IT incidents that were impacting business productivity and customer satisfaction.
- Mitigating the Financial Burden of IT Outages: Reducing the significant costs associated with incident resolution, including lost revenue, customer churn, and employee productivity loss.
- Enhancing Service Reliability and Predictability: Improving the reliability and predictability of IT services to minimize unexpected disruptions and ensure business continuity.
Our Solution:
- Leveraging Data Analytics to Identify Root Causes: Research and utilize advanced data analytics techniques to pinpoint the underlying causes of recurring incidents, develop and implement targeted solutions.
- Predictive Modeling to Anticipate Issues: Employing predictive modeling to forecast potential incidents and proactively address them before they impact service delivery.
Results:
- Our solution resulted in a 10% boost in customer satisfaction by automating or reducing over 10,000 incidents.
AI-Powered Service Catalog Automation
2022-2024, Customer: IAC.ai
The customer was experiencing significant difficulties with their service catalog, including:
- Customer-Facing Issues (Slow Response Times, Inconsistent Service Quality, Limited Self-Service Options)
- Operational Challenges (High Service Desk Volume. Inefficient Service Delivery, Difficulty in Scaling Support)
- Technical Challenges (Complex Service Catalogs, Integration with Legacy Systems, Data Security and Privacy)
Our Solution:
Conduct research and development in multiple areas:
- Natural Language Processing (NLP): The AI chatbot utilizes NLP to understand and interpret user queries in natural language. This enables users to interact with the service catalog using simple, everyday language, eliminating the need for complex technical jargon.
- Knowledge Base Integration: The chatbot is integrated with a comprehensive knowledge base containing information about available services, their descriptions, requirements, and associated processes.
- Intelligent Service Recommendations: The AI analyzes user queries and recommends relevant services, saving time and effort for both users and IT staff.
- Automated Service Request Fulfillment: For simple, routine requests, the chatbot can automatically fulfill them, reducing the workload on IT staff.
- Real-time Insights and Analytics:AI-powered analytics provide valuable insights into usage patterns, identifying trends and opportunities for improvement.
Benefits to customer:
Enhanced User Experience, Increased Efficiency and Reduced IT Support Costs, Improved Service Quality, Data-Driven Decision Making.
Research and Development of an Automated Wood Chip Warehouse
2022-2024, Customer: Teplarne ZM, s.r.o.
Cywo Tech has performed the following activities for Teplárne ZM:
Analysis and System Design:
- Customer Requirements: Thorough analysis of the current state of chip storage at Teplárne ZM, identification of problem areas, and definition of precise requirements for a new system.
- Conceptual Design: Development of several concepts for an automated warehouse, considering parameters such as warehouse capacity, chip type, delivery frequency, unloading speed, and other specific requirements.
- Simulations: Creation of computer simulations of the proposed systems to optimize processes and identify potential problems.
- Technical Documentation: Preparation of complete technical documentation for the system.
Potential Benefits for the Company:
Increased Efficiency and Productivity:
- Storage Optimization: The automated system will allow more efficient use of storage space and minimize losses caused by manual handling of chips.
Reduced Labor Costs: Automation of many processes leads to a reduced need for labor and thus cost savings.
- Increased Dosage Accuracy: Precise dosing of chips into boilers ensures optimal combustion and reduces emissions.
Reduced Downtime: Minimization of failures and downtime thanks to a reliable and automated system.
Improved Occupational Safety:
- Elimination of Manual Work: Reduction of the risk of injuries associated with manual handling of chips.
- Improved Working Environment: Creation of a safer working environment for employees.
Reduced Environmental Impact:
- Optimized Energy Consumption: Efficient warehouse management can lead to reduced energy consumption required to operate the system.
- Reduced Emissions: Precise dosing of chips and optimization of the combustion process contribute to reduced emissions of harmful substances.
Other Benefits:
- Flexibility: The system can be easily adapted to changes in the volume of chip deliveries or other requirements.
- Increased Reliability: Automation of processes increases the overall reliability of chip deliveries to boilers.
- Improved Traceability: The system allows tracking the movement of chips in the warehouse and optimizing processes based on the data obtained.