Financial Services Company CASE STUDY By the end of the pilot program, Amelia reached 87% accuracy during conversations. Amelia has been deployed into production where she will take over 39% coverage of all requests, from routine L1 issues to more complex L3 incidents. At a Glance IT Service Desk An international financial services company with a base of 50,000 employees was having significant cost and customer experience issues within their global IT service desk. Being comprised of three separate locations across the world, their global IT service desk was fractured in terms of resolution protocol and the lack of consistency in ticket processing resulting in slower response times and the increased frequency of human errors. Moreover, these operational challenges were fur

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