Revolutionizing IT Support: Commonwealth Bank Unveils AI-Powered ChatIT
Image Credit: Jacky Lee | Art Director, TheDayAfterAI News Channel
Commonwealth Bank has introduced a groundbreaking tool in its arsenal of employee support mechanisms — ChatIT, an AI-enabled IT support chatbot. This innovative solution, detailed in the bank's annual report, is designed to streamline IT troubleshooting, enhance productivity, and ensure a smoother workflow for its staff.
ChatIT: Speed and Efficiency in IT Solutions
Launched in May and available via Microsoft Teams, ChatIT has significantly reduced the time employees spend dealing with IT issues. With an impressive average response time of just 14 seconds, the chatbot has already assisted over 13,000 employees, helping them tackle a variety of "how do I" questions, track the status of their tickets, and monitor major incidents efficiently.
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Advanced Technology at the Core
The backbone of ChatIT's efficiency lies in its integration with Microsoft’s Azure OpenAI service, coupled with Azure AI Search and an Azure-based natural language processing service. These technologies enable ChatIT to deliver precise and relevant answers by tapping into the bank’s internal IT knowledge base maintained in ServiceNow.
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Future Enhancements and Expansions
Looking ahead, ChatIT is set to become even more robust. Mark Vudrag, Executive General Manager of Global Technology Services at Commonwealth Bank, shared plans for future enhancements including the ability to process screenshots of error messages directly, facilitate seamless handoffs to human support, and integrate additional internal knowledge sources like SharePoint, Jira, and Confluence. Commonwealth Bank’s deployment of ChatIT exemplifies its commitment to leveraging cutting-edge technology to cater to the evolving needs of its modern workforce. By simplifying common IT challenges, ChatIT not only boosts employee productivity but also redefines the standards of internal IT support.
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Source: IT News
