Dilip Kumar 1 min

Case Study: NTT + SupportLogic

Dilip Kumar, Chief Digital Officer at NTT Data, explains the strategic benefit behind partnering with SupportLogic for their customer support operations. Dilip goes into detail on the benefits NTT is seeing for their customers, employees and products.

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0:00

[MUSIC PLAYING]

0:04

At NTT Data, we are building a Gen AI and digital enterprise.

0:11

It's AI for us.

0:13

AI for our products.

0:15

AI for our customers.

0:17

When I say AI for us, it is basically

0:19

making sure that we as NTT, with our technology

0:23

solutions business today, we are supporting over 7,000

0:26

clients over 2 million assets, over 60, 200,000 tickets a year.

0:32

This is complex.

0:34

And what we are using is some of the latest technologies.

0:37

We Gen AI, we data, we analytics,

0:39

actually help us drive innovation, drive the impact,

0:43

and make sure that having scalable services across the world.

0:47

So we use our data.

0:52

And then we make a choice between build, buy, or patent.

0:57

In this case, support logic.

0:59

They're a great technology or a platform

1:02

that can help us drive quality.

1:04

So what we have done in the current case,

1:06

with support logic is to embed the AI quality assistant

1:11

back into our systems.

1:13

That will then help us to make sure

1:14

that we are driving the change, making it more human-centric,

1:17

making it more safe, making it more reliable for our clients

1:21

and to consume the technology at the same time,

1:25

help them improve their experience

1:27

as we deliver the services.

1:30

(gentle music)

1:32

[BLANK_AUDIO]

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Case Study: NTT + SupportLogic

0:00 - [MUSIC PLAYING] ::: 0:04 - At NTT Data, we are building a Gen AI and digital enterprise. ::: 0:11 - It's AI for us. ::: 0:13 - AI for our products. ::: 0:15 - AI for our customers. ::: 0:17 - When I say AI for us, it is basically ::: 0:19 - making sure that we as NTT, with our technology ::: 0:23 - solutions business today, we are supporting over 7,000 ::: 0:26 - clients over 2 million assets, over 60, 200,000 tickets a year. ::: 0:32 - This is complex. ::: 0:34 - And what we are using is some of the latest technologies. ::: 0:37 - We Gen AI, we data, we analytics, ::: 0:39 - actually help us drive innovation, drive the impact, ::: 0:43 - and make sure that having scalable services across the world. ::: 0:47 - So we use our data. ::: 0:52 - And then we make a choice between build, buy, or patent. ::: 0:57 - In this case, support logic. ::: 0:59 - They're a great technology or a platform ::: 1:02 - that can help us drive quality. ::: 1:04 - So what we have done in the current case, ::: 1:06 - with support logic is to embed the AI quality assistant ::: 1:11 - back into our systems. ::: 1:13 - That will then help us to make sure ::: 1:14 - that we are driving the change, making it more human-centric, ::: 1:17 - making it more safe, making it more reliable for our clients ::: 1:21 - and to consume the technology at the same time, ::: 1:25 - help them improve their experience ::: 1:27 - as we deliver the services. ::: 1:30 - (gentle music) ::: 1:32 - [BLANK_AUDIO]