Part of the Orange Group

Take advantage of Mr Wolf to resolve your incidents

Mr Wolf is e-Service Desk Automation Platform, which allows automatization of different types of incidents, tasks and tickets.It’s dedicated to the teams working with JIRA, BMC Remedy, ServiceNow and HP Enterprise tools.

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Who is Mr Wolf for?

Service Desk

Service Desk

Resolving any kind of indicents

Contact Center

Contact Center

Maintenance of clients notifications and inquiries

Internal IT

Internal IT

Processing technical incidents, failures, monitoring

HR Teams

HR Teams

Automatization of employees maintenance, onboarding

The unblocking accounts and resetting passwords process, which was previously performed entirely manually, is now done almost 100% automatically, without the manual help of consultants, who intervene only in emergency situations. Each request is recorded, which allows you to track its history and review the statistics of the whole process execution.

Rafał Mońka – Director of the Information Technology Department of Europa Group

How does it work?

  1. Classification Firstly, the tasks which are to be processed are classified into the respective categories. Classification of the tasks proceeds automatically using a module based on machine learning.
  2. Implementation The tasks classified to automatic implementation pursue itself on the basis of the prepared definition of the process. Processes are described in Python, which guarantees the ease of implementation and fast integration with external services and systems.
    • Integration is the energy of our solution – we do it fast, efficient and safe.
    • We have over a dozen of years experience in integration of solutions – we effortlessly integrate with your ERP, CRM, Contact Center, E-Commerce systems or any other.

Key Benefits

  • Lower operating costs
  • Increased customer satisfaction
  • Scalability
  • Error reduction
  • Operating time reduction

Sample implementations

Sales

  • Modification of orders in online shops
  • Automatic handling of returns
  • Adding new products to online shops
  • Automatic modification of service parameters
  • Customer verification

Customer service

  • Complaint handling
  • Modification of user and service data
  • Deletion of personal data (GDPR)
  • Handling queries related to order status

Finances

  • Automation of the invoice processing (OCR)
  • Accounting of invoices
  • Automation of reporting processes

IT

  • Passwords reset
  • Creating and modifying accounts in domain systems
  • Permission management
  • Automatic handling of incidents and HelpDesk reports

Features

  • 360 view – current reporting and analysis of processed requests.  Monitor the performance of single processes as well as the entire automation effort
  • Machine Learning – our tool can progress its effectiveness, the precision of classification is better thanks to the analysis of requests history
  • Ruled Based Classification – Classification of incoming requests according to clear and simple programmable rules
  • Predict – a module for performing tests and calculating the effectiveness of a Machine Learning model
  • Sentiment Analysis –  Interpretation of the sender’s emotions
  • Intelligent Information Extractor NLP – Extract data from the text
  • Human-Guided Form – process tasks that need human assistance
  • Generality and 100% customizable – write your own process definitions without any limitations
  • Multi-Language detection and support

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