IT consulting firm NIIT Technologies has launched a new cloud-based solution, Cognitive Service Desk Audit, built on the Microsoft Azure platform. The solution is aimed at enhancing the productivity of enterprises by increasing operational efficiency, reducing audit efforts and improving quality and vigilance.
The company informed that cognitive service desk audit uses AI to define the tonality of the end user through text mining & analytics. The software also audits the staff’s voice and accent quality, resolution accuracy, and process adherence audit to provide quality output. Additionally, to minimize errors in understanding the end user party during the conversation, the solution also provides real time on-screen speech transcription of the online phone conversation.
“We are dedicated towards boosting the client business by engaging at the intersect of deep domain expertise and emerging technologies. Our teams have designed the Cognitive Service Desk Audit on the Microsoft Azure platform to increase the productivity of the end user in the enterprise. The solution helps to minimize human errors, enhances quality, improves productivity, and delivers real-world business impact,” said Vamsi Rupakula, Global Head – IMS & Cloud at NIIT Technologies.
“Microsoft AI based cognitive services are easy to integrate, and enable applications, websites and bots to see, hear, speak, understand and interpret user needs through natural methods of communication. Our collaboration with NIIT Technologies will enable businesses to add new capabilities to their audit process, and enhance customer engagement, using Microsoft’s AI platform and the trusted Microsoft Azure cloud,” said Rajiv Sodhi, General Manager partner Ecosystem at Microsoft.