ChinaEnergy and utilities2020 – ongoingENN Group
Conversational AI extension of Little ENN Assistant
ENN's AI service assistant helped thousands of employees start remote work within 0.5 days
Problem
The shift to remote work in early 2020 overwhelmed ENN's IT help desk with access and password requests.
Approach
ENN had introduced an RPA financial assistant in 2019. It added IBM conversational AI and Watson Discovery so assistants could interpret requests and trigger automated actions. An IT assistant handled the surge in remote-work requests at the pandemic's start.
Results
Takeaway
The half-day result concerned the AI-enabled IT assistant. The separate 60% processing-time reduction concerned earlier RPA financial work.
Categories
- Size
- Large enterprise
- Industry
- Energy and utilities
- Business function
- IT and R&DInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIRobotics and automation
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
IBM described ENN's addition of conversational AI to existing RPA. It reported a half-day response to thousands of remote-work requests and separately attributed financial processing savings to the earlier RPA assistant.
Full details are in the original sources.
