SOLUTION BRIEF

Ivanti Neurons Digital Assistant
AI-Powered, AutomatedService Management

Redefine How Employees
Get Help At Work

The shift to the Everywhere Work has placed new

Ivanti Neurons Digital Assistant, our AI-based virtualdemands on IT. IT leaders have seen call volumes

support agent (VSA), delivers that outcome. Digitalincrease 150% or more with employee hold times

Assistant brings the experience of consumer virtual

nearing two hours. Leaders for HR, Facilities and otherassistants, such as Amazon Alexa and Google Home,

departments are facing similar challenges. It’s clearinto the workplace giving employees the kind offurther enhancing service and help desk automation isself-service experience they have come to expect

an imperative for business continuity planning, budget

from their everyday lives. Digital Assistant automatespreservation, and improved workforce productivity.

resolution of employee questions, issues, and requests

Service agents have long been dealing with employees
asking the same questions over and over again. This
repetition negatively impacts your budget, MeanTime To Repair (MTTR), workforce productivity, plus
your most strategic initiatives don’t get the attention
they deserve. IT leaders need to integrate the easeof consumer virtual assistant interactions into theworkplace, delivering personalized and satisfying
experiences to maximize employee adoption while
reducing call volume.

ivanti.com/neurons

with personalized experiences resulting in employee
adoption rates over 80% and reducing service deskcall volume up to 70%. Digital Assistant scales to meetthe most demanding increases in your call volume,
enabling you to better support your workforce throughany situation. Having Ivanti Neurons Digital Assistantcomplementing your team’s strategic work will saveyou valuable budget dollars while keeping yourworkforce productive.

Increase Productivity, Reduce Reactivity
Employees can more easily get immediate answers
personalized to their job role, location, and even theequipment they use. And Digital Assistant can walk
employees through experience-based workflows, likehow to reset a password, since not every question has
a simple answer. If Digital Assistant doesn’t have ananswer, it automatically generates a ticket and routes
to the appropriate service team member, providing
a seamless handoff. This gives your employees timeback in their day, allowing them to become moreproactive versus reactive, increasing theirjob satisfaction.

Increase Employee Retention
Let Ivanti Neurons Digital Assistant answer therepetitive questions that take time from other things
your help desk agents want to do. This is importantbecause agent attrition rates are at an astonishing
41% according to the Help Desk Institute (HDI). Thismeans by the time your team members understandIncrease Time to Value
Ivanti Neurons Digital Assistant uses a crowdsourced model to better understand the language ofemployees with a high degree of accuracy from dayone, bridging the gap between AI and the semantics
of human language. The Employee Language Cloudcomes with billions of phrases understood, andIn addition to understanding employee language,
answering questions, and submitting tickets, Digital
Assistant delivers true conversational experience. Thatmeans that it’ll engage with employees to clarify whena question is too vague or walk employees throughtroubleshooting issues, executing resolution workflows
when available.

the number grows daily through a crowd-sourced
architecture, enabling Digital Assistant to continuallylearn through every employee interaction. The cloud■ Billions of phrases understood day one

also includes researched responses for common■ Advanced NLP delivers highest accuracy

applications (e.g., Office 365, Google Suite, Zoom,■ FAQ management that is easy and intuitive

WebEx and others), while providing customers with

■ Omni-channel accessibility drives adoption

the ability to easily add and edit their own content, so
Time To Value is extremely fast. With the EmployeeLanguage Cloud, there is no need to hire a data

■ Scales for the most demanding

environmentsscience team or computational linguists to build
your own tool from scratch, enabling the fastest
deployment on the market without hiring expensive AItalent.

your environment, they are moving onto their next

Equally as important, Digital Assistant includes aopportunity. HDI also states attrition rates are lower

Natural Language Processing (NLP) engine built

in environments that deliver a great work experience.

on a unique architecture, maximizing its ability toWith Digital Assistant helping , your staff better

understand what employees are saying. Digitalfocuses their time on projects that add more strategic

Assistant is also multilingual and supports Czech,

value to the organization while enjoying a better work

English, French, German, Italian, Japanese, Simplified

experience.

Chinese, and Spanish, with more languages coming.

Ivanti Neurons Digital Assistant | SOLUTION BRIEF

2

Keep Content Up-to-Date

Disseminate Knowledge Easily

Extend Omni-Channel Accessibility

Take advantage of the FAQ Management capability soDigital Assistant integrates your current knowledge

Digital Assistant can also help your employees who use

Subject Matter Experts (SMEs) can easily create, edit,

management practice to further leverage the work

email or call the help desk. Old habits are hard to break,or retire content. SMEs simply type in a sample phrase

you have already done and expertise you alreadyand if you want to change established behavior you

within the tool, and then are guided through thehave. It uses a machine learning model to immediately

need a comprehensive omnichannel strategy. Digitalappropriate steps. Responses can be specific to job

learn all of your knowledge articles and map them

Assistant can be accessed on any desktop or mobilerole, location, and more, which is critically importantto the Employee Language Cloud. Articles aredevice, further deflecting employee issues from yourin cases like pandemics, when policies are changing

matched to employee questions, even if the articles

service desk across a number of different interfaces

daily and are likely specific to city, state/province,use different terminology from what employees ask.

including email, phone, service portal widget,and country.

Now employees have another option to easily findcollaboration tools (e.g., Slack, Microsoft Teams), web,the answers they need rather than using keyword

and native apps. Employees can even get help bysearches in your portal.

scanning a QR code.

cost from highly skilled developers, data scientists,

Digital Assistant improves response accuracy by

Digital Assistant also integrates with your Interactive

and computational linguists. And because it is so easybuilding a language model from your content andVoice Response (IVR) systems, enabling an option toto use, SMEs can implement critical content updates

extending that with the expanded vocabulary ofemployees who call the help desk when placed onwhen needed, keeping your instance of Digital

the Employee Language Cloud. Digital Assistanthold. Employees receive answers in seconds instead

Assistant up to date for new tools, processes, benefits

analyzes the meaning of the entire phrase, not justof waiting minutes to hours on hold, resulting in higherand more.

the keywords, delivering more accurate results. In

productivity and less downtime. The IVR system canaddition, Digital Assistant monitors for any changes tosimply link to the Digital Assistant’s Get Help interface

knowledge articles and will update the model instantly

or to specific workflows to handle requests such as

if a change is noted, freeing you from updating

password reset or VPN access.

Content updates can be completed in minutes by nontechnical staff, saving countless hours and significant

content in two places.

Ivanti Neurons Digital Assistant | SOLUTION BRIEF

3Support the Entire Enterprise
Digital Assistant can help other departments in yourFacilities Use Cases■ Facilitating back to work policies

organization deliver better experiences beyond IT.

■ Conference room issues

Leverage Digital Assistant as part of your Enterprise■ Ergonomic evaluations

Service Management (ESM) strategy for the scenarios■ Campus directions

and use cases that will make the most impact from■ Order furniture

the start in terms of both employee adoption andROI. While many organizations start with a single
department such as IT or HR, they quickly add Facilities
and other departments to ensure employees haveone place to go to answer many of their workplacequestions. Example use cases include:

IT Use Cases■ Workforce productivity■ 24x7 coverage for work from home
■ Password reset■ Laptop refresh■ Software provisioning■ Application Migration■ Email list management

HR Use Cases

Make More Informed Decisions
Digital Assistant offers Conversational Surveys,
an AI-based survey designed to inform decision
making while triggering actions in real time. Usethese interactive surveys to get an ongoing pulse ofemployee sentiment related to any type of change.
Whether deploying new technology or making
decisions related to bringing employees back towork after a crisis, Conversational Surveys help
ensure your employees will be happy and productive

Ivanti Neurons Digital Assistant is enterprise ready,with the automation, scalability and security you needbuilt in from the start. Digital Assistant leverages anelastic architecture to instantly scale up as user activity
increases, and then remove resources when no longer
required. This means the user experience will be quick
and responsive while you enjoy the economic benefits
of efficiency by only paying for the resources, you needwhen you need them.
To meet customers security requirements, DigitalAssistant is also SOC 2 certified. SOC 2 is designed
for any service provider who stores customer datain the cloud, requiring them to follow strict security
policies and procedures to ensure the security andconfidentially of any customer data. Our SOC 2compliance guarantees we follow the correct processes
to prevent data leaks, giving you peace of mind.

while you save valuable budget dollars through data
driven decisions.

Enable & Elevate Everywhere WorkThe need for organizations to respond and adapt■ Employee wellnessquickly to keep employees safe and productive■ Onboarding

during times of change has become an imperative.

■ Vacation requests

More is needed to complement the traditional ways

■ Open enrollment FAQsof getting employees the answers they need when

■ Provider requests

they need it.

■ Life moments help
■ Benefit Inquiries

Ivanti Neurons Digital Assistant | SOLUTION BRIEF

4

About Ivanti
Ivanti elevates and secures Everywhere Work sothat people and organizations can thrive. We maketechnology work for people, not the other way around.
Today’s employees use a wide range of corporate andpersonal devices to access IT applications and dataover multiple networks to stay productive, whereverand however they work. Ivanti is the only technology
company that finds, manages and protects every IT
asset and endpoint in an organization. Over 40,000
customers, including 88 of the Fortune 100, havechosen Ivanti to help them deliver an excellent digital
employee experience and improve IT and security
team productivity and efficiency. At Ivanti, we strive
to create an environment where all perspectives areheard, respected and valued and are committed to amore sustainable future for our customers, partners,
employees and the planet. For more information,
visit ivanti.com

Copyright © 2023, Ivanti. All rights reserved. IVI-2647 12/23 MM NH

For more information, or to contact Ivanti,
please visit ivanti.com.