Challenge: A large telecommunication client needed a robust RPA platform that included technical infrastructure, security, governance, and operational support. To meet this need, we developed a Digital Network Assistant (DNA) for their network operations team to retrieve information and generate human-like conversations.
Solutions:
The comprehensive solution involved multiple components to ensure a robust and effective implementation:
- Current State Assessment: Evaluated the existing processes and systems.
- Documenting Existing Processes: Detailed documentation of current workflows.
- Roadmap for the Future State: Developed a strategic roadmap for future enhancements.
- RPA Tool Selection: Identified and selected appropriate RPA tools.
- Iterative Product Development: Adopted an iterative approach for continuous improvement.
- Application Maintenance: Ensured ongoing maintenance and support for applications.
- RPA Training: Provided extensive training for the RPA tools and processes.
- AI/ML Integration: Integrated advanced AI and machine learning capabilities.
- Emerging Technology: Leveraged the latest technologies in the field.
- Data Science: Applied data science techniques for enhanced insights and decision-making.
Technologies Used:
- · SDK & APIs:o Developer Console
o Canvas
o Dialog Manager
- AI Chatbots & RPA Bots Platform Server:o Bot Connectors: Authorization, Channel API Handling, Autoformat Messages by Channel, Cross-Channel Context
o Message Middleware: Message Store, Routing, Encryption, Conventional Insights, Dashboards
o Natural Language Processing: ML/NN based NLU, Ontology based NLU, Fundamental Meaning based NLU, Unsupervised and Supervised Learning, Sentiment Analysis
o Intelligence: Multiturn Dialog Management, Nested and Follow-Up Intents, Multiple Intents, Amend Entity Value, Pause/Resume Intents, Content Management
- Enterprise Integration:o Authorization
o Service Orchestration
o Request Processors
o Proactive Alerts
- Tooling & Frameworks:o Bot Builder: Full Bot Lifecycle, Visual Conversation Builder, Smart Bots, Access Controls, Analyze & Train, Insights
o Knowledge AI: Extract Knowledge from Docs, PDFs, URLs, Train and Publish, Advanced Extraction from Images, Tables
o Bot Modeling using Transcripts: Discover Intents, Discover Discourse Patterns, Auto Dialog Generation, Continuous Training
o Enterprise Services: Administration, Compliance, Security, Scaling, Private & Hybrid, Analytics & Reporting
Features:
- Scalable, Decoupled Platform: For logging, performance management, and monitoring.
- Streamlined Operations: Containerized services, increasing processing speed by 10x.
- Advanced AI/ML Capabilities: Microservices, orchestration, and machine learning for better detection and insights.
- Comprehensive NLP: Utilizing ML/NN, ontology, and fundamental meaning-based NLU for enhanced understanding and sentiment analysis.
- Intelligent Dialog Management: Multiturn dialog management with nested, follow-up intents, and content management.
Outcomes:
- Decouple & Centralize: Achieved approximately 500% increase in monthly ticket processing capacity.
- Streamline & Optimize: Reduced Mean Time to Resolution (MTTR) by 18%.
- Modernize & Advance: Achieved a 22% reduction in missed SLAs.
- Enhanced Operational Efficiency: Through scalable, decoupled platforms and streamlined operations.
- Improved User Experience: With intelligent, human-like AI conversations and advanced NLP capabilities.
Conclusion:
Radiant Digital’s strategic approach and cutting-edge solutions played a crucial role in transforming WTT’s digital presence and ensuring the continued growth and success of table tennis on the global stage. Ready to elevate your digital presence? Contact Radiant Digital today to discover how our expertise can help you achieve your goals.
