Virtual helpers

Microsoft SharePoint, SAP, Salesforce, Okta: Sometimes it’s difficult to keep track of all the programs and applications in our everyday work. Answers and explainer videos are available in the IT channel at IT-Channel.kws.com – as is help from a smart chatbot.

“Hello, I’m ME!, an AI bot!” announces the little orange helper on the right-hand side of the page. It provides advice in response to questions on the IT Channel website and works diligently to pass on helpful tips and tricks. ME!’s job is not that easy. The IT Channel contains a lot of information on all the applications we use every day. Of course, these applications also change from time to time, require updates or are replaced by other programs. To get to a specific topic quickly, users can use the conventional means of navigation – or, since mid-January, they have been able to ask ME! directly.

For example, if you want to know how OneDrive works, the bot not only provides a brief explanation, but also links to the subpages and explainer videos in the IT channel, which you can then go to directly. “We developed the bot on the basis of OpenAI together with a partner,” explains York Thielebeule from Global IT. “We’re now gathering experience and looking at what the response to ME! is like and what things we need to hone. In general, the bot could also be used in other areas besides the IT channel.”

Every user has the chance to become an expert thanks to a self-learning program: The IT channel not only contains videos on each of the Microsoft apps, but also records the monthly Microsoft live sessions in Teams (every third Thursday of the month from 4:00 to 4:30 p.m.). In these sessions, an expert quickly and easily explains new applications in Microsoft 365 or offers useful tips. If you prefer to share ideas with colleagues, you can also join the Digital Community in Teams and ask questions or pass on your own knowledge there – which enables us to keep on growing on the back of our wealth of experience, true to the motto “Grow your IT knowledge”! |

Time savings and greater confidence in using software: WalkMe is a virtual assistant that provides direct on-the-job support as part of the switch to our new SAP applications.

Whether in our private sphere or in everyday business life, constant change leaves its mark on us. It is challenging and perhaps even unpleasant at times – like a muscle that needs constant stimulation in order to grow. We have to embrace change in order to stay at the top.

One concrete example of this is our S/4 Integrated Flow Business Transformation Program. Our goal here is to optimize business processes at KWS and make our application systems more efficient. That sounds complicated, but at the end of the day it offers many advantages for our daily work with various SAP applications – and makes our day-to-day work easier.

That, too, is a process of change. And as with muscles, we’re stronger afterwards.

To make the switchover to the applications and using them as easy as possible, we have provided a virtual assistant for the most important processes – it’s called WalkMe. Some of you may already know WalkMe: We’ve been using the assistant for other applications for some time now. For example, it provides support with orders as and when required at the Central Procurement Hub.

WalkMe works like a GPS navigation system that gives instructions on how to drive from one point to another. The virtual assistant similarly provides support by means of step-by-step instructions and guides you through the various processes in software applications.

It is a new way of on-the-job learning (on your own) with direct support, in the language setting for the software. Time-consuming training in how to use programs is no longer necessary on the same scale as before; learning is limited directly to the specific use case: learning by doing! That saves time and minimizes errors because WalkMe ensures that all the necessary steps in a process are followed. Studies show that employees quickly gain more confidence in using the applications. The assistant also helps to identify and correct weak points – feedback can thus be used to further optimize processes.

Apart from integration of WalkMe, we also provide support in the shape of information material in our knowledge base, extensive process documentation in Signavio and various Q&A sessions via MS Teams.

With trust and confidence in the process – that is how we will keep on advancing! |