Sergey Shcherbakov, Head of Data and ML Group, ICL Services
Posted: Mon Jan 20, 2025 5:48 am
IT Channel News: Please tell us about the product itself first.
Sergey Shcherbakov: Gen.AI is a product based on artificial intelligence that allows you to automate, speed up, and facilitate the process of processing incoming requests. Moreover, a request can mean almost anything, depending on the specifics of the customer's business task. These can be incidents from users that are created in the ITSM system, or requests from citizens who want to make an sweden telegram database appointment at an institution or clarify a problem. These can also be letters to customer support, reviews, or messages in a corporate chat. Our product will easily process all these and many other types of requests.
IT Channel News: How did the idea for creating the product come about?
S. Shch.: In 2020, we at ICL Services released a product called the Automatic Smart Assistant — ASA. That same year, it was recognized as the best IT project of the year as part of the Time of Innovations award. ASA, using machine learning technologies, analyzed the texts of user requests or incidents, classified them according to the required level of expertise, and formed a knowledge base for faster resolution in the future. As a result, employees' working time was saved, and the time for accepting an incident for work was reduced by 82%.
At that time, we created this product to improve the quality of our service desk, which provided IT service support to many global giants on the international market. But now, keeping up with the times and with the development of AI capabilities, the product has become not only a tool for our internal work in the company; now we are releasing the solution to the market and significantly expanding its functionality. It can not only classify and route requests, but also understand the essence of the request in more detail, formulate a high-quality answer based on the correspondence history or some articles from the knowledge base. And most importantly, it does it quickly and accurately enough.
IT Channel News: What technologies were used to create Gen.AI?
Sergey Shcherbakov: Gen.AI is a product based on artificial intelligence that allows you to automate, speed up, and facilitate the process of processing incoming requests. Moreover, a request can mean almost anything, depending on the specifics of the customer's business task. These can be incidents from users that are created in the ITSM system, or requests from citizens who want to make an sweden telegram database appointment at an institution or clarify a problem. These can also be letters to customer support, reviews, or messages in a corporate chat. Our product will easily process all these and many other types of requests.
IT Channel News: How did the idea for creating the product come about?
S. Shch.: In 2020, we at ICL Services released a product called the Automatic Smart Assistant — ASA. That same year, it was recognized as the best IT project of the year as part of the Time of Innovations award. ASA, using machine learning technologies, analyzed the texts of user requests or incidents, classified them according to the required level of expertise, and formed a knowledge base for faster resolution in the future. As a result, employees' working time was saved, and the time for accepting an incident for work was reduced by 82%.
At that time, we created this product to improve the quality of our service desk, which provided IT service support to many global giants on the international market. But now, keeping up with the times and with the development of AI capabilities, the product has become not only a tool for our internal work in the company; now we are releasing the solution to the market and significantly expanding its functionality. It can not only classify and route requests, but also understand the essence of the request in more detail, formulate a high-quality answer based on the correspondence history or some articles from the knowledge base. And most importantly, it does it quickly and accurately enough.
IT Channel News: What technologies were used to create Gen.AI?