On Demand Video 301 | OD301
My name is astra arkhan, and i'm a senior business development, manager, for microsoft, startups team today, i'm joined by our esteemed, guest, madu siddhikar. Co-founder. And ceo, of isera. A very strategic, partner of our microsoft, startups, program. In the next 30 minutes or so you'll learn how isera, is teaming up with microsoft, to offer employees, a next-gen, ai service desk and how employees support requests, are handled, and resolved by microsoft, teams, thus driving better productivity. Of the workforce. At this time i want to remind, everyone, of our, microsoft, code of conduct. At microsoft, we seek to create a respectful. Friendly, fun, and inclusive, experience. For all of our participants. We encourage, everyone, to assist, us in creating, a welcoming, and safe environment. Thank you, now in terms of the actual, agenda, for the presentation. We'll provide a high level overview of the microsoft for startups, program. And then deep dive into isera's. Ai service desk solution, and the difference, it's making for enterprise, customers. Now as we all know microsoft's, mission, is to empower, every person, and every, organization. On the planet, to achieve, more, which includes our startups. How can we help, great startups. Anywhere, in the world to empower, their businesses. That's really the question, we asked, startups. Like you, and set ourselves, to deliver, microsoft, for startups. A program, designed from the ground up to reinvent, what's our role in helping startups to grow. Seeing startups, as a true partner, across, all microsoft, platforms. Products, and business, motions. Microsoft, for startups, is an exclusive. Program, dedicated, to helping qualified, enterprise, ready, b2b, startups, rapidly, scale their companies. We do this by providing, access to trusted, technology. Including, azure. Github, office 365. And much more combined with access to customers, where microsoft, sales and marketing, engines, which provide a streamlined, path for startups to connect their innovative, solutions, to the world's, leading enterprises. Now benefits, of the program, are also focused, on these two pillars, around technical, enablement. And business and sales acceleration. The first pillar is really about access to technology, which includes, access to azure, powerful, developer, tools including, visual studio, and github enterprise, in addition to microsoft, power platform, and collaboration. Tools, like office 365.. In addition, to that we also offer enterprise, level technical, support, and architectural, design, sessions, along with one-on-one, consultations. With our product groups and engineering, teams. The second pillar however, is centered, around, business, and sales acceleration. And connecting, innovative, startups with fortune, 50, 100, 500. And 1000. Customers, with a streamlined. Path to partnership, with startup, engagement, manager. Who is a dedicated, resource, to help startups, navigate their partnership, with microsoft. We also assist startups, in getting your startup solution, listed in the commercial, marketplace. So it's available, for customers. To use, all over the world, and most importantly, connection to microsoft, sellers, who are compensated, to sell your solution into their enterprise, accounts, to retire their quota, attendees, can learn more by visiting. Startups.microsoft.com. Now with that. It's my pleasure, to hand it over to moodle soluker, co-founder. And ceo of isara. Thank you or to you madhu, thank you star, uh appreciate, you having us and it's been pleasure, to be part of a microsoft. Uh premier, ignite conference so thank you with this area my name is mudusudakar. I'm the co-founder, of isara, the topic i want to talk to you is very near and dear to me it's about, how we can help employees, and users, to handle their request, in a self-service, manner.
Using Microsoft, teams. And that's a topic that i want to share with you and our thoughts and our journey, as we try to help customers, and partners. With this, first, the foremost the question is why invest in remote working environments. How do we help employees. Right what is the role ai can play if it in a, so i think before we started it's always important to understand, what are the three, reasons. That this is going to really improve, first you have to look for is a, driving business reason, is it going to help you increase your revenue, or grow your business faster. Second, is this going to help you create new business models, or adopt, innovative, business ideas that will help drive you more revenue growth, finally will it help you grow retain. Adopt, and engage, more users and consumers, and employees, in this way the objective has to put in one of these three pillars in my opinion. And that's the reason i always tell customers and partners to figure out, which of these solutions, or problem or the pain points you want to solve. With this. Let's look at also the challenges. That remote, working environments are posing to all of us. Right, the first, with the what happened with the covenant, and going to be the new baseline. Going forward. Is the lack of self-service. Employees, and users and customers, are going to demand self-service, for all their applications, environment. And, business systems, it's also increasing the number of requests that are going exponentially. Sometimes, the wait times are going much longer. Right people are making these requests, and they want to get the job done, and remember, all the systems are designed, for human consumption, most enterprise systems are dependent on humans. You have to make these systems, consumed, by, people, users and services. In a self-service, manner using ai and machine learning. Finally, the costs are going up, due to lack of hyper automation, and ai. So these are the some of the challenges that our customers, and partners have been talking to us during this networking, challenges, time, with this how can we solve this problem, i think the solution to this is by using ai and automation. First is if you can leverage those two technologies, to solve, users. Able to enable users with virtual assistant that will be great. That will empower users they can get their job second is, use a an automation to drive, automation, to the network called hyper automation, in terms of user request. Service requests, customer requests. And so on so forth, finally can you make your help desk, service desk customer support service cloud, can we make those, in autonomous. Our trading departments, are autonomous, or cars going to be autonomous. Is there a way we can make our enterprise, operations, business operations. Autonomous. From customer service and support, right, so there are ways to solve it there are very, many solutions in the market, and i wanted to kind of give you a couple of solutions in the market that's important and share with you one is the new age of solution that are happening, in the last 12 to 18 months it's called unsupervised, conversion ai, carnosine, is a new class of technologies, that are being just coming to market with, gartner just created a category for conversion ai, these unsupervised, current air solutions, they are like national virtual assistant for your solution. In microsoft, teams, slack. Through email and through wise. Right, so the idea of the unsupervised, current ai solution is to, apply natural language processing. Nlu. To try to solve interpret the user request. Understand, the meaning, and the intent and able to resolve, the request. There's a second class of solutions, called, guided flows of supervised guided flows, some people refer them as chatbots. Where you understand, predetermine. What are some of the common questions are and provide a request response solution. And all of us have seen those chatbots with the last four five years, those things are still in place there's a place for them but i think the next solution, next generation will be the unsupervised, country i will, will include, it will be a superset, of what is already offered by chatbot, solutions. Third is, the search what is to be enterprise search becoming, cognitive, search compatibility, cognitive, ai search, where the semantic, engines with applying ai, will offer an external solution to users, finally, at any point in the flow, what the users are demanding is the user should be able to seamlessly. Easily, able to talk to a live agent if they chose to do so, and able to provide, that escalation. Path or that migration, path, so that a user and a consumer, can talk to and support agent is very important. So how does this solution works end to end so here i'm showing you a user coming on the left side, making a request, i call it this is where if you can handle this request, as a service that's what i mean by request of service, so here is israel, taking those requests.
Trying To interpret, and actually putting the fulfillment. Resolving the request. Now, any request that israel is not able to solve here through our ai service code, will open up as a ticket and service desk that should be an exception, so if i can handle even 70 80 percent of those requests. Where, take the employee, user request. So resolve them and only a few requests go to service desk. That would be a great steady state for enterprises. Right, and then, within this environment, what will happen is the service agent will be still using. Will be leveraged, to solve the services, problems. And the tickets that are going to service us, some of the sample questions and requests people ask for i want to put in the perspective, it's, it could be ass employee i need office 365, license. Or i want to activate my office 365. I want to reset my password. I want onedrive, access, i want my video account to be stopped. Right i want my candidates, to be synced, people can run into a lot of questions. Or other thing that i've seen is people talk about, i cannot upload. My pictures, into one drive or one note into the system, or i want to access to microsoft, teams, all the requests, either from microsoft, properties, or outside of microsoft properties. These are sample requests users are making today, to get their job done, and these requests can happen dynamically. Then you can't predict what the user is going to ask. It's not like you know, exactly the request they're going to make in their environment. So i want to make it an example of how that request, can be automated. Here i'm showing you a simple example of office 365, housing. An employee on the left side, issues a series of steps, to make a request for office 365. On the right side i'm showing you, a corresponding, steps of a customer service agent, that will follow what the employee request will be to fulfill. The office 365, request. In this traditional, classical, it flow, of an office 365, provisioning, you can see there are many steps employee takes, many steps service agent takes, typically if you actually see this end to end, the statistics, that we have seen across the customers, is these requests to provision, get it done 100. Takes around minimum, a day or even longer many cases. If i were to automate, all these requests, in less than a minute. That's the magic we want to offer. And offer it to an employee at any point in time, they can do this thing in middle of the night, daytime. At any point so they're not blocked it's not going there eight to five or nine to six hours, when the customer service is available, so here's an employee on the left side making the request saying i want office 365. If isa can fulfill that request, and give access to it and notify the user, you, made the user productive. He or she is able to do the job, best going forward. And this is what i mean by commerce a and rpi. Making a game change. These technologies, where your, content ai through natural language processing. And rpa with hyper automation, can be merged, to offer a solution like this, end-to-end. Let's take another example. Virtual desktop. Most common, every, employees, every company. Offers a desktop or virtual desktop to their employees. Here i'm showing you a left-sided, request, for a new employee. Or an existing, employee, current employee is asking for a virtual desktop, changes. Here are the requests that a virtual, employee or employee would go through for virtual desktop, on the right side, the series of step is customer, service, agent. Would go through to fulfill the request. Now if you see the steps are anywhere between eight to ten steps by employee, and the customer service agent to fulfill this request on there which takes seven to eight days, from start to finish. If you can do this thing end to end, from an employee perspective. That's a game changing again, and that's what i want to show you here, a user and an employee able to request, that i need a virtual desktop, and eyes are able to understand what they want, and provision, it and give access to it and if i can do that less than a minute, that is where you are actually improving the productivity, of the user.
Improving The experience. You're also improving the business operations, you don't need hundreds, of steps to do this thing manually, and block for hours and days on this and again back to this to leverage this you need the conversion, ai and rpa technology, to make this happen the key pieces are there are three four technologies that i'm talking about conversation. Which is comes from natural language processing, ai, and, rpa. Now, how do we address this, as i said first you need the solution to be cloud native solution, you want a solution to be fully turnkey, offering this end-to-end. Built in the cloud for the cloud, it also should build, with ai at its core ai as a first native solution, inside, it also need to have some kind of a conversation, interaction piece to understand what users are asking, this is the user facing, customer facing technologies. So you really need to understand, what users are going to ask so you need a solution like unsupervised, natural language processing where you're not going to supervise, it you're not going to, determine, what, and how it should happen. Finally you needed, robotic process automation to perform the task actions, and workflows. And that's where the current arpa, piece comes in having these four, package together and create a complete solution, end to end, that you solve this problem is what israel is offering, for microsoft. Partners, and customers, using microsoft, teams. Let's talk about what are the nodes. And i call it there are five things you don't need to do here, everybody talks about what needs to happen, the purpose of this slide is to get started in this bank. What you don't need to do it or you should not need to do, first i don't want you to repair the data you don't need to do any historical, data collection to get started on this project. You also need to know and don't need any data scientist or ai experts to hire. You don't need to spend lots of time trying to train your algorithms. Or solutions. You don't need a lot of consulting. Services, people to do this, it's not going to take six months to make the solution deploy, or even two weeks two months. Finally, there's not much data or network required to start the solution, the reason i'm putting these five nodes for a solution like iso, is the idea is to make it easy for you to make a bet, get started. With this next generation, virtual assistant solution for your employees, and for your users. So what is a, stacked, extract, looks like what i want to leave the thought is, this is a new tech stack, due to remote working environment, that's going to expire the digital transformation. For all the enterprises, whether you're a mid-market, or an enterprise. The stack instead of four layers, the bottom layer is pick your, favorite vendor of choice for your customer service, and customer support at ticketing system, it could be servicenow. Zendesk. It could be jira, etc. Similarly, for knowledge. Pick your knowledge could be on your sharepoint. It could be an office 365. Document. It could be in. Web content. It could be confluence. Etc, well it's a channel of communication. It can be any channel like domicile, it could be email. It could be voice. It could be microsoft, teams it could be slack. Finally stitching, all this together. A complete solution, to do offer a remote working stack, to support customer service support is where the israel comes in with our ai service cloud, so these four layers if you can have it working as a tech stack. That's a new solution, that you want to offer to your employees, and your users, into it. So finally so far i talked about digital transformation. And, i talked about how the experience, and productivity, the question is is there any savings.
Is The business going to get any benefit, is there a roi for it is this roi immediate. Is are we going to take 6 months 3 months 90 days, what we saw with our customers, and partner is there is an immediate roi in the first 90 days first three months. A ai service cloud solution can offer savings immediately, then savings will come in three different buckets, starting from the license cost saving. And this could be across your tools, from ticketing, tools to other tools solutions. Agent productivity, saving, across your customer service and support, resources. Finally user productivity, saving if you out of this, the average saving we have seen for our customers. For deploying, ai service, cloud solution is around seven million dollars, and we are able to realize, and show these savings, in the first 90 days. Now, to do this thing what does it take to do it this is what i call microsoft. And iso, together, bringing it together can happen, end to end i'm showing you the left side the users can be in microsoft, teams, in the middle is where iso is trying to interpret the microsoft, request, and able to fulfill. All the solution from microsoft, properties, it could be microsoft, dynamics. 365. It could be microsoft. Confluence, microsoft, sharepoint. It could be microsoft. Office documents. It could be microsoft, active directory. It should be microsoft, onedrive. All of the properties. Plus, non-microsoft. Properties. Ideas to provide an end-to-end solution. A user can start from microsoft, teams, and able to fulfill requests, and, iso is coming to bridge this gap, and that's what i mean by iso and microsoft. Offering a solution. End and bringing it together, with this, i want to thank you for your time and listening to us the next part of the presentation, is going to be from, my colleague. He is the vp of product of israel. He will walk you through, israel, demo. And how this can be realized, into it. Thank you, thank you muthu. Hello everyone. My name is puru, and i run product, team at isera. First of all thank you for spending, time today, to get to know, isera. As a product, today i am going to demonstrate. Product capabilities. Such as, supervise. And unsupervised. Ai. Through end user demo. Using microsoft, teams. And web chat, first, and foremost, i want to introduce. To admin, user interface. Which provides. Unparalleled. Level of insights. Into conversations. Which end users, are having, with virtual, assistant. Or, conversational. Ai. It offers. Out of the box kpis. Such as, resolution. Rate. Customer, satisfaction. Score. Escalation. Rate. Or, average, duration. End user is spending. On a conversational. User, interface. Now, i'm going to switch, to, an end user demo. Using. Microsoft. Teams. First, i'm going to engage, with isara's. Virtual, agent, by. Saying, hello. Now i am going to walk you through. Conversational. Rpa. Use case. Conversational. Rpa. Uses. Nlp. And nlu. To execute, tasks. On behalf, of user. First i am going to request. An access, to office, 365. Office 365. Is most commonly, used, sas service, in enterprises. So let me first, ask, for, an office 665. I might say. I want. Access. To. Microsoft. Word. As you can see. Virtual, assistant. Is able to understand. That i am requesting. An access, to word. But organization. Is using. Office 365. So i'm going to go, and request, an approval, from my manager. In this case, rod welch. Before i click yes. And hit submit button. I want to show. That, in, admin, console, of office 365. That i, do not have a license. For, office 365. And this is me and i don't have an access. For office districts by license. So i'm going to go ahead, and actually, click yes. And submit, a button. And. Behind, the scene, we are connecting, to, office 65. Licensing, api. To see, if this organization. Has enough licenses. And can, provide, an access, to me for an office 365. Or intent for a word. So now i'm going to go. To. Rod welch who is my manager, to see, if he got any email, for the approval so now you can see, that he just got an email, and i'm going to click to approve. Which in turn is going to.
Approve. And actually provision. An access, for me for office 365. So i'm going to go back here in admin, console. And i'm going to refresh. And see if i actually got, an, access, to office testify. License. Now you can see. That. Both the licenser, have been consumed. And now, check box for office 365, business has been enabled. If i go back to, my, microsoft. Teams. You can see. I got a notification. Saying that, my request, has been approved, and provisioned. So now i'm going to go to an another example, of a conversational. Rpa. Most commonly. Use case, is that, user, requesting. Either. Accessing. To distribution, list, or creating a new distribution, list, in this case, i am going to say. Add me, to. Dl. You may notice, that. That. The virtual, assistant, is able to, understand. Dl, is nothing but a distribution, list which is a synonym, to dl. Now is asking me to select, which group, i want to be a part of and i'm going to say i want to be a part of the, administrator. So that i have super powers, to manage, my. Organizations. Before i click submit button. I am going to go quickly. To an admin, console, of active directory. Here. And now you can see here, i am puru. And i am only part of the domain users, group so i'm going to go ahead and actually. Minimize, this window. And i'm going to say go ahead and actually submit, it. My request. Now behind the scene. We are connecting, to an on-prem, active directory. And adding, me, into, an administrator. Group so that i can have a super powers. So, i'm going to go back. Into the, admin, console. And i'm going to double click here. And see if i, now have become a part of an admin group. So now you can see that i am become a part of an admin group. So the key takeaway, here is that. Most common. Tasks. Can be done, without. Agents, help, by end user itself. And, in this case. This actually, helped me, and i'm going to click yes on this one, and, i'm going to move on, to little bit more complex, use case, here i'm going to demonstrate. The power, of, microsoft. Teams. Form. And i'm going to, say that my network. Is. Very. Slow. Now let's see what it comes back with, so it has come back with saying that you know i can actually, create a network policy. And now that network policy. Is, for creating. Is going to. Walk me through step by step. Using the microsoft. Forms capability. Now he's going to ask me four five questions to create the network policies, asking me know should i allow. Guest wi-fi. And i'm going to say no. Is saying no should i allow http, and https. Access and i'm going to say. Go ahead and actually do that. Restrict. Access, only during office, hours. I'm going to click yes. It's asking me whether i should restrict any particular protocol, i'm going to say ftp. It's going to ask me whether, which group should be, given an access to office 365. I'm going to say go ahead and actually create. A. Only engineering, group. It's going to ask me, if i should. Restrict, any. Applications. Such as youtube which could consume a lot of bandwidth.
And It's going to ask me one more question, about. Whether i should block, p2p, application, i'm going to say go ahead and block because they might consume a lot of network, bandwidth. So here is the, preview, of the. Bandwidth, policy, and i'm going to go ahead and say go ahead create this looks good to me. And this has actually. Indeed, actually. Helped me solve my problem so i'm going to click yes. And, glad. That isa, assistant, is able to help me. So now i am going to switch, to, conversational. Ai. Use case. So far what we have seen that we have used. Isara's. Virtual, assistant. To address. I.t, related, question. But it can also be used, for others departments, such as, hr. Facilities. Finance. Sales operations. So i'm going to go, and ask, a most commonly. Use questions, related to, hr. Which is. Need, help, with, hr. Help me. With. Hr. Now what you are seeing is that, is has understood. The intent, of the user, saying that you know he needs some help with related, to hr, support, and he's asking you know, what kind of a help is required, so is guiding, the user, in a supervised. Way, to get his, questions. Addressed. So i'm going to, in this case, say i have a question about, payroll. Right, and i'm going to hit submit. And it's going to ask, the user. A follow-up question saying that you know what kind of a payroll, question you have do you want to know more about. When the payroll, date is do you know to know about. Tax information, i'm going to say no i want to know more about, actually the, payroll dates and i'm going to hit the submit. And that essentially, is going to help user. Get his answer, about, a payroll. And, this is very powerful, because. You can use this, supervised. Experience. For most commonly, asked questions. If the user is asking. More accurate, or precise, questions such as you know, when is a payroll. In this case. The, virtual, assistant, is directly, going to the right section of the article, and providing, an answer, in that case you really don't need, a supervised. Experience, you can just give an answer directly to the user.
So That's essentially, the power of what we call. Unsupervised. Ai. Now what i'm going to do is that. I'm going to switch, from, microsoft. Teams, as a channel. To a, web chat. So. We have created, what we call the 50 cs company, called acme. And i'm an employee of an acme and i'm on right now. Their id. Service, portal. I have logged in as myself. And i'm going to open what we call a web chat. So i'm going to ask. Some basic, simple, questions saying that you know i need help from working from home so let's say let me try that. I need. Help. To work. From. Home. So now. What you are seeing is that, the. Virtual, assistant. Has come back, with the response. This response. Is driven. From the structure, of the document. Right, in an unsupervised. Way so let me go to the document, itself and let me walk you through this document so the document. You can see, has multiple, sections. So. Isara's. Conversational. Ai. Has a capability. For. Unsupervised. Ai. And nlp. Which has been used, in order to drive. The conversation. With the user. By. Taking an advantage. Of the structure, of the document. And then conversing. With the, user in this case you know it is saying you know what kind of a help you need to work from home, is it related, to the security. Checklist, is it related, to, the cyber security. Tips, or do you need to. Get help about the sharing the files with your teams, to manage your, mental health so i'm going to say no i really need, some tips around, cyber security. And now, is giving me further more follow-up questions. All of those, conversation. Is driven. Using the structure. Of the document. Using. Unsupervised. Ai, nlp, capabilities. Of isa, virtual. Assistant. So i'm going to say no, i, need help about, managing the passwords. And. I'm going to show you a one more powerful. Use case, about, how. Unsupervised. Ai, nlp, capability. Can be used. To give, more precise, answer. By looking at the in this case the content, of the table so i'm going to say. How much. Is. One. Password. For, group. And now you can see that. The unsupervised. Ai capability. Can, understand. The structure, of the document. And can extract, the value, from the cell, and can present. The precise, an answer to the user. Without. Asking, user to either go through the entire, document, and trying to figure out, where that table exists within the document, and trying to get an answer to that that's really powerful. Now with that i'm going to conclude, my demo, and i'm going to hand off to asar. And. Asar, is going to take, from here assad. Stages, viewers, thank you, thank you puru for bringing everything to life with your demo, for all of our attendees, please be sure to tune in to isera's, live interview at microsoft, ignite, you can find all the details in the session catalog, the title of the session is future of work ai driven, self-help, resolution. Using microsoft, teams. And then, we also have some resources. That you should definitely go out and check so to learn more about microsoft for startups, please go to our website. Startups.microsoft.com. Isera, also has a solution, on our marketplace. Please check it out, along with some customer, studies that we have done collectively.
And Would love for you all to follow us on our social handles. And then finally to continue, your learning, journey with microsoft. At ignite, and beyond. Please go to microsoft.com. Learn. With that again, thank you so much for your time today. And we wish, and we hope you have a great rest of ignite. Thank. You.
2020-10-04 10:53
