A Case Study for an AI Agent
We were approached by a company that was in the process of implementing a new IT system. It’s a standard system that had been customised to their requirements.
The issues they needed assistance on included:
1) Change management. They had no standardized system and most staff used spreadsheets. It was important to get everyone on board and move away from their comfort zone.
2) Learn to use the system: The new system added many more features and while the system itself is reasonably easy to use, the customised parts needed to be explained. The words and phrases in the system differ from their spreadsheets so it needs some learning and understanding.
The company has a change management system in place and are working very hard on this. At the same time they have been giving training to all staff on the system.
Our role:
We set up an AI Agent to provide support on using the new system. It incorporates providing support on the whole systems as well as the customized areas of the software. There are many user manuals, introduction documents and support videos for the standard commercial system currently available, so that part was easy.
What our client needed most was to provide support to their staff using the language they used and understood.
Our AI Agent was designed to use the phrases and methods the staff could identify with. It even has answers to “Why did you change our existing systems, they worked” or “Is my job safe”.
Many questions starting with “How do I” are answered. Everyone knows that any system is complicated until you become comfortable with it. Our AI Agent has helped staff get comfortable faster. This has motivated them to use the system and change management has made this process faster.
Obviously any new staff member will be able to use the AI Agent in the future to supplement training.
Through machine learning the system is continually being improved.
The AI Agent is only available within the organisation, but for it’s cost will pay for itself many times over.
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