Ganapathy Subramaniyan is the Executive VP- IT of Aegis Global. With 25 years plus of industry experience, he has worked in senior IT roles in Serco Global Solutions, EDS and IBM Daksh. Before joining Aegis in 2015, he was vice president IT at Serco Global Solutions.
Aegis Global developed a ChatBot – iBantu that was conceptualized in order to embrace Bot styled service provisioning for the company’s internal IT Helpdesk team. Accessible to over 3000 plus employees of Aegis; iBantu as robotic IT Helpdesk Assistant, empowered users to report issues and request assistance on information technology related aspects.
Cognitive Service algorithms and libraries for Natural Language Processing (NLP) were leveraged to acquire, build and gather assisted and progressive intelligence for the ChatBot through extensive integrations with referential and transactional repositories through API exposure.
The bot acts as a first point of contact for all IT related issues/requirements, capturing information through key word tracking and workflow assisted questionnaire, suggesting solutions, and logging cases for serviceable actions. It allows users to enquire on their requests and conducts C-SAT for completed cases. The bot extends accessibility flexibility by being reachable through other channels like Facebook Messenger and Skype.
iBantu’s presence has reduced the preliminary investigative manual effort expended by technology personnel and it has thus enabled improved manpower availability and turnaround time for helpdesk services.