The Hackett Group Announces 2023 Digital Award Winners - Seite 2

The Bosch team conceptualized and implemented Digital Contact Centre, a sophisticated AI solution that incorporates robotic process optimization, text and conversational AI along with customer interaction technologies. The team trained the AI bot to handle customer inquiries and digitize contact center operations. Using natural language understanding (NLU), the new AI system would be able to understand the customers’ concerns right away, irrespective of the channel of contact from the customer.

In less than two years, the platform reduced average handling time from three minutes to 20 seconds and first level handling time from 7.9 to four minutes. Given this performance, it’s not surprising that payback on the investment took less than 12 months. And client managers see this as only the beginning. According to one contact center executive, “Since the introduction of the AI solution, the agents can take care of more complicated customer concerns and offer a better premium service because more time is available. The team has accepted the bot as another team member and is so enthusiastic that they keep bringing in suggestions and ideas for further developments. Truly a win-win-win!”

DBS Bank Ltd. – Winner, Technology Function Operations – Evolve CloudOps

When companies first started adopting cloud technology, many information technology (IT) strategists saw the cloud as the answer to running systems much more efficiently. DBS Bank was no different, though it realized early on that it needed to manage, maintain control, and reduce complexity of the cloud technology solutions it adopted.

To keep the complexity manageable, DBS Bank decided to build Evolve CloudOps, a unified cloud platform. Designed and built by DBS technologists, the platform was rolled out in three stages over five years. The first iteration, in 2018, added mostly infrastructure-as-a-service capabilities (IaaS) such as automation of server builds. Next came platform-as-a-service (PaaS) capabilities such as runbook automation. Finally, in 2022, anything-as-a-service (Xaas) features were added, making it possible for application teams to adopt new technologies into their applications without additional coding.