Menu
Aportio signs up first NZ customer, targets service providers

Aportio signs up first NZ customer, targets service providers

IT service management start-up deploys Aportio InboxAgent

Andrew Jurgens (DDSIT)

Andrew Jurgens (DDSIT)

Credit: DDSIT

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.


Follow Us

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags AportioDDSIT

Featured

Slideshows

Tech industry comes out in force as Lancom turns 30

Tech industry comes out in force as Lancom turns 30

A host of leading vendors and customers came together to celebrate the birthday of Lancom Technology in New Zealand, as the technology provider turned 30.

Tech industry comes out in force as Lancom turns 30
The making of an MSSP: a blueprint for growth in NZ

The making of an MSSP: a blueprint for growth in NZ

Partners are actively building out security practices and services to match, yet remain challenged by a lack of guidance in the market. This exclusive Reseller News Roundtable - in association with Sophos - assessed the making of an MSSP, outlining the blueprint for growth and how partners can differentiate in New Zealand.

The making of an MSSP: a blueprint for growth in NZ
Reseller News Platinum Club celebrates leading partners in 2018

Reseller News Platinum Club celebrates leading partners in 2018

The leading players of the New Zealand channel came together to celebrate a year of achievement at the inaugural Reseller News Platinum Club lunch in Auckland. Following the Reseller News Innovation Awards, Platinum Club provides a platform to showcase the top performing partners and start-ups of the past 12 months, with more than ​​50 organisations in the spotlight.​​​

Reseller News Platinum Club celebrates leading partners in 2018
Show Comments