Dong-A Socio Holdings said on the 10th that it introduced a "service desk AI bot" using artificial intelligence (AI) technology to accelerate the Dong-A Socio Group's digital transformation.
The service desk AI bot is an AI-based work support service developed by the group's IT affiliate DA Information. Employees can receive real-time answers to IT and system-related inquiries through the work collaboration platform Microsoft Teams.
Moving away from phone- and email-centered responses, it enables employees to resolve a wide range of IT-related inquiries via chat, including system access, software installation, and hardware failures.
The AI bot provides answers based on the company's internal security policies and system operation guides, and consultation data is processed within the in-house security environment.
The support scope covers major work systems frequently used by employees, including the in-house portal, software installation, multifunction printers, Wi-Fi, the sales support system, and the remote access system. The AI bot immediately handles simple inquiries, while matters requiring additional action are linked to the responsible department or assisted with inquiry submission.
Dong-A Socio Holdings expects the introduction of the AI bot to reduce repetitive inquiry response tasks and improve the efficiency of operating IT support services. Employees can check necessary information regardless of time and place, which is also expected to help improve work productivity.
DA Information plans to continuously enhance the functionality of the service desk AI bot and expand the scope of work support.
A company representative said, "We expect the service desk AI bot to improve employees' work convenience and productivity," adding, "We will continue to use AI technology to drive innovation in in-house work processes and expand the digital work environment."