Datacom hires Amelia as virtual service desk employee

Australasia's largest homegrown tech company, Datacom, has implemented a virtual service desk employee from leading enterprise conversational AI software company, Amelia.

Datacom has implemented Amelia in government and enterprise client environments to create human-centric user experiences and, given the success of these deployments, Datacom wanted to leverage Amelia’s solutions internally to transform employee services.

Datacom’s new virtual service desk employee, called Sam, is powered by Amelia’s front-end conversational AI platform, Datacom’s existing IT orchestration and automation solution, and Amelia’s backend AIOps engine. Employees can converse with Sam via the company’s Microsoft Teams environment to resolve service desk requests, without needing to wait or escalate to their helpdesk team.

Initially, Sam will handle several request types, including creating and modifying email distribution lists, provisioning access to NetSuite and OpenAir systems, enabling access to SaaS applications, raising and managing tickets, and more.

In addition to improving the employee experience, the company’s internal deployment of Sam will become a strong case study for how Datacom’s virtual service desk offering drives value for businesses. The use cases for Sam are widely applicable across industries and can easily be deployed for new and existing Datacom clients.

Stacey Tomasoni, Managing Director of Datacom Connect, says: “Investing in the experience of our employees is critical in terms of their wellbeing and satisfaction – something that ultimately has a positive impact on our organisation and our customers. After the success of our previous Amelia deployments for our customers, it made complete sense for us to offer this to our own team of more than 6,500 employees.

“We are now learning from every conversation and using that to inform Sam’s constant upskilling path. We’re curious to see where this will take us but are confident that listening to the context of those conversations will help broaden the way Sam can help our teams and make a positive impact for our people. We are already seeing this stretch beyond your average service desk request and we are ready and willing to let that scope expand to whatever it needs to look like to support our people.”

Chetan Dube, CEO of Amelia, says: “Datacom is ceaseless in its drive to provide transformational technology solutions for its clients and employees, which is one of many reasons why we are honoured to have them as our valued partner and now customer. With Datacom leveraging Amelia’s Conversational AI and AIOps solutions in its virtual service desk employee, together we can transform user experiences throughout the region and beyond.”