How intelligent automation brings massive efficiency for Guam Telecom

The Customer

Guam Telecom (GTA), a leading provider of fiber, broadband, digital television and connectivity services to enterprises and consumers in Guam, wanted to improve their employee experience by helping to autonomously resolve IT issues and manage costs. Guam Telecom had just undergone a massive restructuring exercise when they connected with Avaamo for the first time. One of the key reasons to want to digitize and automate certain service desk functions was to reduce costs, and reallocate this expenditure to investments in new technology.

A seamless implementation

Guam Telecom partnered with Wipro and Avaamo for their digitization initiative. Going into the exercise the team was sure of one thing – they didn’t want to add to the clutter by building out more and more apps for their employees. Instead, the goal was to have a simple, chat-based interface that could carry out several functions for their employees in one place.

Avaamo’s first deployment tackled password reset, a no brainer when it came to cost reduction. The service desk IVA was integrated to GTA’s backend system (Microsoft AD) to generate a new pin and send it to the employee’s phone. Not only was the process fully automated, but it also meant that employees could have their issue resolved much faster. The immediate success of the first use case led GTA to bring Avaamo on board to automate several different workflows – each resulting in one transformational experience after another.

Elevating the employee experience

Avaamo helped Guam Telecom improve their suboptimal employee experience with a conversational AI assistant that served their employees, HR, and administrators. Filling up leave applications and timesheets required that employees manually enter their project details, task code, function code, team information and so on, or select from lengthy dropdown menus to complete forms. The repetitive task was siphoning off hours of worker productivity, and automating the process quickly was crucial.

Once Avaamo deployed its HR Assistant, employees began submitting timesheets in just a few conversational exchanges. The experience was now customized to whether the employees worked daily or twice a week, with fewer details required in the case of the latter set. With the conversational AI assistant, timesheets once submitted were approved either by HR or the reporting manager, within their HR Assistant chat window. Managers could easily review timesheets for multiple reportees at one time, sort by date, and accept or reject the submissions. The experience was easier and significantly more intuitive than the earlier workflow that required manual selections from dropdown menus after opening up the HR portal.

The Assistant also enabled managers to review the leaves of subordinates or their leave history simply by entering a date. They could mass approve or reject leaves, saving a significant amount of time that was earlier spent clearing administrative tasks. Guam Telecom had undertaken a massive automation project which streamlined workflows across the business. For instance, with the Field Service Assistant, technicians now had access to real-time data and didn’t need to rely on dispatch or back end teams. Every task became streamlined and an intuitive conversational approach enabled technicians to speed up considerably.

Currently, the Field Service Assistant handles:

• 1000+ Queries received each day
• 200+ Service orders resolved per month
• 1500+ Trouble tickets resolved per month
• 1500+ Customers located per month
• 3500+ SO / TT PDFs downloads per month
• 200+ Equipments provisioned per month.