CX-hdr-2018 Launches New Smart Service Management Platform

Melbourne, 20 February 2019–, the Australian artificial intelligence (AI) service automation platform provider, has launched a new version of its smart service management Soapbox platform that provides out-the-box support for both IT Service Desk and HR request management enabling organisations to scale service capacity, maintain service quality and deliver service consistency.

The new platform combines predictive search, natural language understanding and machine learning and is targeted at any organisation wanting to improve business productivity by breaking down divisional silos. It provides organisational leaders and managers with the ability to automate repetitive tasks and requests, dramatically improving customer satisfaction and business productivity whilst lowering operational costs and increasing revenue potential.

Indeed, Soapbox’s research has found that intelligent process augmentation and automation can improve service desk productivity by 43 per cent, increase first call resolution by 26 per cent and reduce operating costs by 31 per cent.

Paul Heath and Dion WilliamsUp until now, users have been working with highly complex, operationally expensive forms-based service management systems that are largely reliant on human attention to manage work.   Rules-based logic has traditionally been used to facilitate automation.  However, this requires expensive, external services to implement and maintain. In addition, these complex customisations have resulted in 'upgrade nightmares', often taken months, and expensive projects to implement. 

In comparison, Soapbox pairs self-learning AI with human agents and delivers out of box support for ITSM process functions and for the IT4IT framework and reduces the need to build fixed business logic.  The system learns from staff observations.  These features ensure implementations are delivered in a fraction of the time and reduces the ongoing administration of legacy ITSM systems. 

While Soapbox provides out-the-box support for both IT Service Desk and HR request management, the extensible platform allows users to extend Soapbox to support any forms-based work requirements. Any custom applications built on the platform immediately realise the benefit of the Soapbox AI engine to make work, smart and simple by observing, learning, augmenting and automating.

Natural language understanding capabilities enable Soapbox to understand the intent of the user, provide guided assistance to suggested knowledge or where required, assign the request to the correct group to resolve the request.  Using advanced virtual agent capabilities, Soapbox captures the request detail via a conversational dialog on the portal or directly through collaboration tools like Slack or Microsoft teams.  Users can also leverage the power of the Soapbox Platform to improve their ITIL or IT4IT process across Incident, Request, Problem, Change, Release, Configuration Management Database, and service level agreement.

Paul Heath, VP of Product Marketing,, said, “We’ve developed Soapbox targeting any employee that provides a support function to the business.  They typically still use email to manage internal work requests like HR and Facilities or have implemented products from Zendesk, Freshservice, Ivanti, ServiceNow and BMC.  Other organisations may also have business processes they wish to digitise as part of their digital transformation program but are unable to leverage existing tools and platforms due to cost.

The 2018 Gartner Magic Quadrant for IT Service Management Tools and other analysts highlight a consistent frustration from customers of other ITSM vendors that the licensing and ongoing operation costs of these systems are not aligned to the value that customers derive from these systems.

“Whilst Soapbox licensing costs are a fraction of traditional vendors in the ITSM space, we believe the significant commercial benefit of adopting an intelligent service management platform is derived from driving automation of repetitive, high volume requests.  These benefits relate to operational cost reduction and improved business production by getting the business back to business faster through a solution which can  vastly increase productivity by observing, learning, augmenting and automating work to support automatic resolution for customers.

“As organisations realise the benefits of augmenting man and machine we expect to see customers extend Soapbox to break down silos across the business to better support the organisation.”

“Essentially, we’re providing a more mature platform that provides a single system of record across the business with smart workflows and intelligent knowledge to help improve productivity and better support the business.  We believe that this will be attractive to any manager or executive who is focused on better supporting the business through improved service delivery, while managing budget challenges of lowering the cost of operation,” said Heath.

According to IDC “The worldwide IT service management software market achieved a level of $4.69 billion in 2017, according to IDC estimates. The market as a whole is forecast to grow at a compound annual growth rate of 8.1% during the 2017–2022 period with the public cloud–based segment growing at a higher double-digit rate.” 

About Soapbox AI’s intelligent service management platform combines predictive search, natural language understanding and machine learning to enable customers to assist service agents and customers to fulfil requests, provide answers and automate repetitive tasks.  It leverages AI technologies to build knowledge and gather insights from historical and day-to-day experience.  For further information, visit 


FQ Editor

Written by FQ Editor

Press release from an outside source. Please consult the organisation directly for details about this release.

Topics: press release

You might also enjoy reading...