Aportio has signed up its first customer in New Zealand following an agreement with service provider DDSIT.
The IT service management start-up has deployed Aportio InboxAgent, a machine-learning based email processor and classifier, leveraging artificial intelligence (AI) to streamline service desk operations for the Auckland-based DDSIT.
Specifically, the Aportio team has been working with DDSIT to improve the processing and classification of inbound emails through machine learning algorithms, before passing through to a back-end ticketing system.
“DDSIT has been working to a clear and actionable strategy of customer centric digital transformation,” said Andrew Jurgens, chief digital officer at DDSIT. “You need to have an incremental, “drive the value” approach to getting the best out of engaging with emerging technologies such as AI.”
According to Jurgens, the provider’s “first step” centred around extracting the benefits from solving the problem of triaging email to the service desk.
“We knew that solving this would allow us to provide a solution that could scale while providing a faster end user experience, independent of the service management tool in use,” Jurgens explained.
“The team at Aportio have been committed to solving this problem with us and we are now in a position to begin triaging email production data and working with the Aportio team in the next step of value creation.”
For Scott Green - CEO of Aportio - usually, 40 per cent of inbound communications to service desks come in via email.
“This method is simple for the customer but can lead to delays in service and is a frustrating and low-value task for skilled service desk agents,” Green added.
“Automated solutions often deliver inconsistent classification of emails that have information provided in a variety of ways, creating more headaches for the service team.”
Green said the business has been “collaborating with a number of significant” New Zealand and Australia-based service providers since launching earlier this year, to “test and refine” the machine-learning algorithm within the InboxAgent.
“We’re preparing for a broader release in the Australian and North American markets in the new year,” he added.