1782 - 利用人工智能实现服务台现代化——如何达到 98% 的准确率.pdf

1、Orlando,FLOctober 69IBM TechXchange 2025Tihomir MarkulinCARNET,Deputy CEOJelena kalecIBM Croatia,Data&AI Technical Sales 1782-Helpdesk modernization with AI ow to achieve 98%accuracyAgenda010203040506About CARNETHow it all startedPilot OverviewResultsDemoTO BEIBM TechXchange|2025 IBM CorporationIBM

2、TechXchange|2025 IBM Corporation3How it all started2021.pilot for Chatbot-Chatbot for domene.hr-Administration-Registration-Questions about free and paid domains2 000+schools43 000+teachers?Parents/othersLets take a look at numbers445 000+pupils2 email adresses:helpdeskskole.hr helpdeskcarnet.hr1000

3、+emails during peaksManual routing3 teams2 email adressesAgent churnOnboarding process:3+monthsHow to improve HelpDeskJune 2024 meetingIdentified challenges:helpdeskskole.hr 2 teamshelpdeskcarnet.hr 1 teamPilot Overview&TimelineInnovatePrepareCo-createTransition915 September 202416 September 1 Octob

4、er 20242 October 14 November 202415 30 November 2024Set up PoC account on IBM Cloud platformInstall required cloud servicesAcquire and prepare dataAnalyze existing processesStakeholder education(technology workshop)Define use case and success criteria(design thinking workshop)Select technologiesHand

5、s-on implementationPrompt AI models and develop user interface for testingConduct iterative testing and feedback cyclesFinal testing and handover of MVPDocumentationKnowledge transferInitial MeetingSummer 2024Discuss project objectives,needs,and goalsAs-Is Scenario&Key ChallengessPain points in the

6、current helpdesk scenario:Time Inefficiency:Time-consuming manual processes.Lack of Scalability:As the volume of incoming emails grows,manual processes become unsustainable.Inefficient Information Search:As the knowledge base expands or is updated,finding the most relevant and up-to-date information