3i Infotech has launched virtual IT engineer called Maggie, which is part of cognitive service desk, for assisting contact centres to address user requests simultaneously.
The virtual IT engineer comes with Natural Language Interface — powered by Artificial Intelligence — and understands user queries and learn from past experience during the earlier calls with customer care agents. The Mumbai-based IT services company claims that Maggie reduces human intervention in communication and operations.
Contact centres can further customize Maggie with open Application Programming Interfaces (APIs) with technologies needed by enterprises of any size.
Maggie enables firms to resolve conversational requests automatically through natural interactions over a chat as well as help to perform health-checks of infrastructure and applications using incident management automation, Nilesh Gupta, global head of Digital Infrastructure Management Services Solutions said.
“IT virtual engineers are today’s necessity as digital-age users want things to happen quickly, be it a simple password reset or churnout a VM on the cloud. Incidents like these shouldn’t be dependent on the availability of a person to execute them,” Mohua Sengupta, global head, Services at 3i Infotech, said.
3i Infotech has over 4,800 employees in 18 offices across 11 countries and 1,000 plus customers in more than 50 countries across 4 continents.
