Case Study

GenAI-Powered Ticket Resolution: Revolutionising IT Support​

Improving Productivity and Customer Satisfaction through AI Automation​
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Increase in Productivity​

%

Decrease in Ticket Volume​

%

Improvement in Customer Satisfaction

Background

The rise of Artificial Intelligence (AI) has enabled more sophisticated approaches to handle large volumes of support tickets, providing instant resolutions and reducing manual workload. Industries are leveraging AI technologies like Generative AI and machine learning to automate ticket resolution categorisation and prioritisation, significantly speeding up processes. GenAI-powered ticket resolution, along with self-service chatbots, predictive analytics, and remote monitoring, is enhancing collaboration and customer experience while reducing dependency on manual interventions. The cloud-based solutions and data analytics ensure scalable, accessible, and optimised support operations.​

A leading technology company sought to implement a GenAI-based solution to optimise their support operations, improve productivity, and elevate customer satisfaction.​

Challenge

The client, a leading technology major, faced significant hurdles in managing an extensive volume of infrastructure-related support tickets. With a daily influx of approximately 1,000 tickets, many of which were redundant issues across various CPE and Non-CPE devices, the ticket resolution process often exceeded 24 hours. This delay adversely impacted developer productivity and led to poor issue resolution times, negatively affecting the overall Net Promoter Score (NPS). To address these challenges, a GenAI-powered ticket resolution solution was required to streamline and expedite the process while improving overall operational efficiency.

Solution

Tata Elxsi provided a robust solution by implementing the GenAI-powered ticket resolution system 'ClixBuddy' channel on Slack/Teams. This solution streamlined the ticket resolution process, leveraging the Llama2 (LLM) 72B model for enhanced query comprehension and response generation.​

A Retrieval-Augmented Generation (RAG) approach was deployed to derive accurate solutions swiftly.​

The solution was seamlessly integrated into the developers' and QA teams' workflows, significantly improving efficiency and reducing manual effort. The integration also facilitated the rapid adoption of similar solutions across other problem areas within the organisation.

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Impact

The deployment of Tata Elxsi's GenAI-powered ticket resolution solution, ClixBuddy streamlined the ticket resolution process, enabling quicker and more accurate responses. Key outcomes included a 120-fold increase in productivity, a reduction in ticket volume by over 50%. Additionally, user wait times were reduced from over 24 hours to under an hour, self-help recovery processes for CPE and Non-CPE devices were enhanced, and customer satisfaction improved through faster and more accurate issue resolution. This led to the widespread adoption of AI-driven support tools across the organisation, significantly benefiting both end-users and overall company efficiency.

Services rendered

Tata Elxsi

  • Building Chatbot and Action Bot using LLM​
  • Integration of the solution with Slack/Teams​
  • Development of custom features
  • Establishment of a closed-loop feedback system​
  • Secure on-prem execution of the AI model​
  • Extension of the solution within the organisation

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