The Line of Business Health received the order for the project "bitchat" from BITMARCK after a long tender marathon. In cooperation with the partner product provider Onlim, adesso has been given the task of automating the service desk of BITMARCK Technik in Hamburg through the integration of an intelligent chatbot and of operating and further developing it for the next four years. The chatbot is developed on the Conversational Platform of Onlim.
Onlim is an Austrian high-tech company that has developed a platform for automated customer communication via chatbots and language assistants. Together with experts from LoB Health and Jürgen Angele, the Austrian AI experts are now building a chat and chatbot (later supplemented by a speechbot) solution, which will in future be able to pre-qualify, analyse and process all incoming queries in the BITMARCK service desk or, in the case of a request that cannot be solved directly, transfer the chat to an agent from the service desk. The already existing Onlim platform is used here as a basis to customize the system to the requirements of BITMARCK.
The particular challenge lies in the complexity of the IT-specific queries, requirements and fault messages, including the connection to the existing BITMARCK systems.
Alexander Wahler, Managing Director of Onlim GmbH
The cooperation between adesso and Onlim allows us to add great value to the project in terms of product, industry and customer know-how in combination with the latest technological developments. We are currently in the process of preparing the fixed price project before it will be made available and put into operation within seven months according to a clear project plan within four milestones starting in August.
Michael Schmal, CC Manager Business Consulting at LoB Health and Project Manager for bitchat