SNG | Sovereign Network Group

Launch of 2.0 – Automation & AI for employees

Couple holding new house keys representing the success of Tenjin 2.0

 

Knowledge articles icon representing documentation, guides, and searchable resources for users.

1666

Knowledge Articles

User session chat query icon representing live chat, customer queries, and AI-powered conversation tools.

506

Total Sessions

161

Tickets Managed

60

JML Requests

47

%

Increased Use

The Challenge

Housing Association ITSM digital strategy needed AI capability to maximise efficiency, reduce costs & enhance employee experience.

Solution

  • Implemented Tenjin, for self-help & self-service, and now Tenjin 2.0 launched to enrich conversations.
  • Focused on the primary use cases for functionality, knowledge population, workflow & system integration, while supporting SNG to build-up their knowledge and capabilities.
  • In August we implemented a new enhance Tenjin 2.0, to drive richer conversations with employees, along with extend onboarding automation,this has already started to drive up engagement up further.

Impact

  • 1,666 knowledge articles available for employees.
  • Employees get answers & self-heal 24/7 x 365.
  • Enables 50-60% ticket deflection, reducing costs, improved EX & productivity.
  • Engagement up ~50% since 2.0 launch.
  • Next steps, portal & email channel replacement & customer complaints automated email triage.

 

What SNG had to say

“2.0 continues to push our AI capabilities for supporting our end users automating Request fulfilment & Incident Management capabilities. I have already seen the benefits on speeding up our process adoption by using [it] to help in finding specific information without the need to review countless documents.”

 

 

Head of IT Service Management