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# Automated agent helps navigate disruptions and reduces downtime

By J6 Communications

The Defense Logistics Agency is using the automated agent, Amelia, as the first contact for information technology support.

Since Nov. 1, all DLA customers needing IT assistance have been greeted by Amelia when calling the agency’s Enterprise Service Desk. Amelia is a software solution that supports DLA’s efforts in implementing IT solutions wherever feasible for cost savings and process improvements. 

Before calling DLA’s support number, external customers should register in DLA Single Point of Entry if they have not already done so. Registering allows Amelia to access customer information when creating a ticket. Customers need their Common Access Card numbers handy before placing the call. 

Moving to Amelia will help eliminate hold times during extremely high call volume incidents. She can support up to 300 concurrent sessions. This includes 180 chat sessions and 120 voice sessions. Depending on the type of problem, the self-help feature may assist in resolving IT issues in less time that it would take for a DLA technician to respond and provide assistance.

DLA employees have been using Amelia chat since mid-June to open incidents for J6 troubleshooting or work with a live agent for immediate help. Amelia is capable of handling some of DLA’s most common IT issues. As DLA works to fully integrate Amelia and increase her knowledge of DLA’s IT environment, we’ll be adding additional functionality to better serve customers.

Moving to an automated agent is the future of technology. In today’s world, DLA employees must stay one step ahead and build a culture of IT resiliency. Bringing in state-of-the-art technology to provide support is critical to DLA’s modernization and reform efforts.

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