Atos in APAC

Atos Launches Atos Virtual Assistant (AVA) for IT Service Desk

Press Release   •   Aug 14, 2017 02:10 +08

Paris, and Irving, TX, DD/MM 2017 – Atos, a global leader in digital transformation, announces that it has launched Atos Virtual Assistant (AVA) to automate its IT Service Desk capability, and provide a better user experience. This new solution is based on a strategic partnership with CogniCor, a Barcelona-based Artificial Intelligence (AI) startup, to power AVA, as well as future artificial intelligence offerings for Atos’ customers.

Built on CogniCor’s AI platform, AVA is designed to handle Level One IT Service Desk calls rather than a live human agent for Atos’ Fortune 500 clients. By completely automating the Level One Service Desk experience, AVA provides a better user experience by augmenting the human effort and also delivers cost savings to Atos’ customers.

“AVA provides a truly enhanced user experience for our service desk customers in that the virtual agent is able to learn over time and dynamically figure out solutions to common service desk issues across all platforms,” said Michael Kollar, Chief Digital Officer for Atos North American Operations. “Our goal with AVA is to dramatically enhance the service desk experience by resolving nearly 85 percent of all Level One calls by virtual agent.”

Leveraging its capabilities in machine-learning and Natural Language Processing (NLP), CogniCor will serve as a co-innovation partner with Atos to deliver additional AI solutions for Atos’ European and North American customers that both enhance the user experience and optimize costs by automating processes where possible.

“This partnership provides both the welcome recognition of a world-class digital transformation company and also acknowledges that our truly cognitive platform is unique among other AI providers,” saidDr. Sindhu Joseph, CEO and Cofounder, CogniCor. “We look forward to a long-term partnership with Atos as we work together to help their current and future customers digitally transform their business.”

Atos is currently piloting the AVA solution with several clients including Aetna, etc.

About CogniCor

Incepted in the year 2012 in Barcelona, CogniCor stands for ‘cognitive at heart’, in Catalan. With its focus on Artificial Intelligence, CogniCor brings forth cognitive digital assistant platform that understands customer query from natural language and responds with personalised product and process related information, recommendations, process handholding and resolve claims and issues going deep into invoices and CRM.

Featured as one of the hottest startups in EU by WIRED magazine and the winner of British Telecom's "Delighting tomorrow's customers"Award, CogniCor’s clients include top telecoms and banks from Europe and Asia.

With offices in Europe, India and San Francisco, the company is seeking to expand its client base in US, Europe and Asia in banking and financial services, telecom and insurance sectors.

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About Atos

Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.