Situation
Our client’s software and technology connect consumer apps, check-in kiosks, and reservations for airlines and lodging brands. Yet, the company’s technical support and resolution processes were inadequate. The time to assess, categorize, and prioritize technical issues was excessively high, impeding timely resolution of critical issues. Once issues were identified, there was a long resolution time.
Our custom-built AI-powered solution maximizes productivity and delivers exceptional customer support.
In addition, the support team struggled with a growing backlog of unresolved tech issues and a complex information retrieval process.
These challenges led to unmet SLAs, loss of potential business, lower productivity, and increased operational costs.
Action
We developed a GenAI solution customized for customer support teams that leveraged Infogain’s ASK IGNIS accelerator using a knowledge retrieval and summarization framework. Our solution provides real-time integrations with JIRA, Confluence, log services, and code repositories for seamless connectivity and data accessibility.
ASK IGNIS optimizes and streamlines our client’s ticket management process and creates a summary that is generated by AI for new tickets coming in JIRA. The Q&A mode within JIRA provides root cause analysis, potential resolutions, detailed information on similar tickets, and step-by-step guidance. Action cards streamline the ticket management process, facilitating quick actions such as reassignment or status updates.
Our AI super-agent with deep expertise in our client’s systems continuously monitors and analyzes the health of business applications. It incorporates custom data from requirements, and integrates JIRA tickets, RCA documents, and comprehensive help guides.
Our custom-built IT support solution powered by GenAI empowers our client to maximize business productivity and deliver exceptional customer support.
Results
- Faster responses to critical issues and improved customer satisfaction with accelerated resolution times.
- Faster triaging time with prioritization of issues and overall case handling.
- Fewer issues are escalated to human support with self-service capabilities and better identification of issues.
- Fewer unresolved issues and improved system health with a reduced ticket backlog.
Our ASK IGNIS accelerator is tailored for customer support teams.
ASK IGNIS streamlines the ticket management process for incoming JIRA tickets.
Our AI super-agent continuously monitors the health of business apps.
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50%
Improvement in triaging time -
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20%
Per year increased deflection rate -
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30%
Estimated accelerated resolution time