Enterprise support with AI-Powered virtual agent

The challenge

A large pharmaceutical company was looking to improve the experience of both employees and contractors in their ability to find support, information, and get many common tasks done. This entailed the standup of an enterprise project to implement an AI-powered, virtual agent as a first line of support to aid users in these activities.

The approach

• Opportunity Assessment
  Vynamic developed and facilitated a series of workshops to identify current state support challenges across IT, HR, and finance functions. We analyzed over two million support tickets to understand key themes that are highest volume categories. We also conducted working sessions with the three functions to align on the highest value opportunities and vision for the future state.
• Business Case
  We assessed current operating costs and compared them to future projections inclusive of operating efficiencies over a five-year period. We developed models to illustrate proportional contributions required by all business functions for the purpose of implementing a charge-back model and developed collateral to gain CFO approval.​
• Vendor Selection & Implementation Team Standup​
  The team supported the process of evaluating AI vendors against business requirements through an RFP process, including post-selection scope alignment working sessions​. We developed both project and BAU resource models, along with job descriptions for SME resources, draft workstream charters, and creation of an onboarding playbook.

The result

The ticket analysis and workshop outputs allowed for rapid development of use cases and user stories to feed an agile release train. The business case development and future state planning equipped a broader implementation program team to quickly onboard and begin immediately with an AI technology vendor.