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Advancing to GenAI: Steps to Elevate Efficiency

dheerajcheepati
Tera Explorer
‎10-22-2024 12:11 AM

The framework is designed to assess and describe the stages of an organization's productivity development. It provides a structured approach to evaluate the effectiveness and sophistication of productivity practices within a company. This model typically outlines a progression from basic, ad-hoc processes to highly optimized and integrated systems.

 

The table below provides an in-depth look at the outcomes customers can attain by leveraging features that facilitate reaching the GenAI maturity stage within their environments.

 

S.No.

Level

What can customers achieve

Minimum Capabilities

1

Automated

  •   Customers use self-service portal to log issues
  •   Workflow automatically routes issues to agents
  •   High resolution rates for simple issues

·       Incident Mgmt

·       Request Fulfillment

·       Service Catalog

·       Knowledge Base

·       Portal

 2

Transformed 

  • Transparent, robust, and automated processes
  • Key Performance Indicators (KPIs) for effectiveness and customer satisfaction
  • Real-time predictive analytics for proactive decision-making

 

·       Change Mgmt

·       CMDB

·       Flow Designer

·       Integration Hub

·       Advanced Work Assignment

·       Performance Analytics Spotlight

·       Service Level Mgmt

 3

 Optimized

  •  The process is entirely overseen by automated systems.
  • The platform actively carries out tasks in response to individual actions and requirements.
  • A cohesive portal and a mobile-first interface customized for the user.

·       Automation Discovery

·       Virtual Agent

·       Engagement Messenger

·       Employee Center Pro

·       Playbooks

·       Integration with MS Teams

·      Mobile App

 4

 AI driven

  •  Intelligent systems capable of self-improvement
  • Automation of repetitive tasks for quicker issue resolution
  • Identification of trends and patterns through analysis

·       Clustering

·       Classification

·       Similarity

·       NLU

·       AI Search

·       Process Mining

·       Task Intelligence

 5

 Gen AI

  • Summarizing tasks
  • Generating content and notes for resolutions
  • Converting comments into code and text into workflows

·       Now Assist

·       Generative AI Controller

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