What do you do when your company receives thousands of questions and comments and you need to quickly address all of them? You work with a NITAAC Contract Holder that can develop an IT solution to automatically respond to user questions and comments through an accurate, interactive chatbot experience.

CIO-SP3 Contract Holder Health Innovation Technology Venture worked with its client, a leading aviation industry company that faced the challenge of capturing feedback and questions on issues including flight paths, noise pollution and environmental impacts and responding to this feedback quickly and consistently.

Enter Auxilium, HIT Venture’s answer for help desks and support teams having to search and gather answers manually. The name Auxilium is Latin for “help” and that’s just what this AI-powered interactive smart chatbot does.

Auxilium was developed using artificial intelligence and machine learning capabilities. Thanks to natural language processing, Auxilium understands the user’s intent and context of questions. It then provides clear answers and support in a conversational easy-to-understand manner. It also understands cultural and idiomatic expression in 55 languages and counting including:

Afrikaans, Albanian, Amharic, Arabic, Armenian, Azerbaijani, Bengali, Bosnian, Bulgarian, Chinese (Simplified), Catalan, Chinese (Traditional), Croatian, Czech, Danish, Dari, Dutch, English, Estonian, Finnish, French, French Canadian, Georgian, German, Greek, Gujarati, Haitian Creole, Hausa, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Malayalam, Maltese, Mongolian, Norwegian, Farsi (Persian), Pashto, Polish, Portuguese, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Spanish, Spanish Mexican, Swahili, Swedish, Filipino Tagalog, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, and Welsh.

Because it was developed using Amazon Web Services Technologies, Auxilium is scalable on demand. If usage spikes, the system can support hundreds of thousands of simultaneous users.

Auxilium’s front-end chat widget is installed on a client’s website. It’s also equipped with an analytics dashboard

• Measures usage and time saved by the support team or incident response team,
• Reports response and accuracy rate of the chatbot, revealing the chatbot’s performance in real time and
• Records the most frequently asked questions and topics asked by users

Plus, Auxilium:

• Is 508 compliant,
• can be used through websites and mobile devices,
• responds to questions in milliseconds regardless of question complexity and
• allows users to either speak or type out their questions,
• Integrates seamlessly with ServiceNow and Jira to automatically create incident tickets and return data and reports stored in ServiceNow’s Knowledge Base, and
• Asks users if responses are helpful and captures and displays user feedback in its analytics dashboard for later review

HIT Venture’s clients have reported that in typical implementations of Auxilium, they have seen up to 75% of incoming questions being answered directly, with the balance being forwarded to the help desk team for triage. Correspondingly, staff workloads have dropped by as much as 75%, allowing workers to focus more of their time on strategic tasks.

This solution can be acquired under multiple task areas through the NITAAC CIO-SP3 Small Business IT services and solutions Government-Wide Acquisition Contract.

NITAAC provides any Department of Defense, intel or federal agency with Best in Class Government-wide Acquisition Contracts to meet virtually every IT need. The NITAAC pool of pre-qualified Contract Holders have assisted over 64 federal departments with their information technology efforts. To learn more view our Contract Holder Capabilities page.