Australian technology services provider Kinetic IT has been announced as a finalist in two innovation categories in the annual itSMF Australian Service Industry Awards.
First, the company is a finalist in Innovation of the Year – Business Services category for its Automated Virtual Agent (AVA) product deployment into the day-to-day IT operations of aviation leader Qantas.
AVA, a cloud-native, serverless conversational AI solution developed by Kinetic IT within Amazon Web Services, is a key enabler for enterprise IT operations during times of reduced services, particularly throughout a global crisis such as the COVID-19 pandemic.
The AVA product is available 24/7 to complete simple IT requests, such as resetting passwords or unlocking an employee’s account. This supports in-house service desks exponentially increasing their call handling capacity and gives technical specialists significantly more capacity to focus on resolving complex IT problems.
AVA’s work within Qantas has resulted in an average saving of more than 200 hours of staff time a month due to streamlining the resolution of such simple requests, and an +85% customer service experience score; the majority of feedback indicating service quality is on par or better than before AVA was introduced.
Kinetic IT’s Chief Marketing Officer Brett Roberts welcomed the recognition of AVA as an outstanding innovation that supports businesses.
“At Kinetic IT, we proudly use technology to enhance the human experience and we want to thank itSMF for recognising our efforts in this pursuit twice in this year’s awards shortlist. I also want to recognise all the specialists, developers, technical leads, analysts and more in our crew who came together to bring AVA to life. Congratulations to everyone involved.
“Our AVA product is delivering user-centric outcomes and outstanding service experiences for customers across Australia through very challenging times,” he says. “Thank you to our customer of eight years, Qantas, for partnering with us to deliver AVA – now recognised by itSMF as a nationally-acclaimed innovation and homegrown success story.”
Kinetic IT’s second nomination is in the Innovation of the Year – Business Impact category for delivering critical professional training using a hybrid model when COVID-19 pandemic lockdowns, and subsequent physical distancing restrictions, put a pause on in-person delivery.
As a national provider of best practice Information Technology Infrastructure Library (ITIL) and service integration and management (SIAM) training since 2003, Kinetic IT proactively pivoted to a hybrid online learning environment to ensure critical training could continue. This included supporting trainees with bookable, COVID-safe learning spaces at Kinetic IT’s corporate locations to minimise distractions for students as they dialled into Microsoft Teams-based training sessions. Classroom exercises were completely redesigned to ensure strong social networking opportunities for trainees remained despite the virtual environment, as well as incorporating a multi-device approach to maintain engagement and improve learning outcomes.
Kinetic IT’s hybrid training solution has ensured the delivery of key skills and industry training continues, supporting Australian IT professionals in developing their skills despite pandemic restrictions.
“Ensuring that those working in the Australian IT sector can keep pace with a rapidly changing global industry, while also maintaining best practice qualifications and knowledge, is a key focus for us,” Brett says. “A strong local technology sector supports a strong pipeline of talent in the Australian market for years to come; congratulations to our SIAM specialists for having your extraordinary work to adapt ITIL and SIAM training recognised by itSMF.”
Kinetic IT is one of the largest Australian-owned and -operated technology services providers, with about 1400 crew embedded across customer locations in Perth, Canberra, Sydney, Melbourne and Darwin.
Throughout the years, Kinetic IT has been recognised for its customer-centric services at the itSMF awards, including innovations in public education.
The itSMF Australian Service Awards will be held 29 March 2022 where winners will be announced.