At the Technology Association of Georgia (TAG) Product Management Awards, held November 9 at the Georgian Terrace Hotel, IHG was awarded with the Product Launch of the Year award for their work to deliver a new IT Service experience by integrating IPSoft’s Amelia into the ServiceNow platform.
IHG’s effective deployment of Amelia, IPsoft’s market-leading cognitive virtual agent, within their global IT service desk has positively impacted quality of service by ensuring that only best-in-class responses are given to the queries of franchised hotel managers. One area of attention is the group’s reservation engine and property management system which plays a critical role in the smooth running of each hotel. Previously, support for such systems was distributed amongst several third-party entities. Through Amelia, IHG is centralizing all incoming requests and is reducing the call transfer fees incurred after service desk staff would contact the incorrect vendor as well as accelerate resolution times.
In addition to re-routing calls, Amelia is being taught how to answer higher-volume, end-user IT queries so that she can further relieve some of the workload pressure on her human colleagues on IHG’s IT Service Desk. At the current pilot phase, Amelia is achieving over 83% accuracy on received queries and is expanding the processes she can support. As an example, in just one month she has learned more than 50 new processes.
“The team worked with many other departments and stakeholders to deliver a powerful solution that is driving a better customer experience and significant cost savings. As we begin to bring this technology to other organizations and teams, we are excited to present this award winning solution of a combined technology suite that is transforming the way business is done,” said Scot Whigham, IHG’s Director of Global IT Service Support.
This accolade comes on the heels of IHG taking home the Most Creative Solution during the TAG Excalibur Awards, held October 20 at the Georgia Aquarium.
“Amelia has been instrumental in elevating our IT Service Desk’s level of efficiency and we’re excited to expand the scope of her responsibilities to other use cases going forward,” continued Whigham. “We’re honored to win this award because it embodies our commitment to constantly innovate and enhance the way we operate on a global scale to deliver high-quality end user service. It also sheds light on the bright minds we have working on our digital transformation within IHG and our greater community.”