Success Stories
Revolutionized Field Services with Gen AI Solutions for a Manufacturing Company
Client Overview:
A manufacturing company striving to enhance operational efficiency and improve user experience for internal IT service management process.
Challenges:
The service agents in the organization faced multiple hurdles while resolving customer issues:
- Limited Self-service option: User always had to go through calling to service desk process then create a ticket to resolve tickets
- Context Overload: Agents had to manually go through the entire ticket history and customer conversations to understand the context of each case.
- Limited On-the-Job Support: For real-time queries, technicians were dependent on SMEs or had to search through lengthy training documents, resulting in longer resolution times.
Solution:
Innover deployed Generative AI (Gen AI)-powered tools to empower service agents, enable self-service and enhance productivity:
- LLM-Driven Summarization & Insights: Leveraged large language models (LLMs) to extract key insights from historical customer tickets, providing technicians with instant context for faster resolutions.
- Recommendation Engine: Suggested resolutions based on historical ticket data to guide agents in addressing recurring issues efficiently.
- Gen AI Self Service and Q&A: Deployed an interactive chat interface that allowed users and agents to query product documentation and service SOPs on the go, ensuring self-service by quick access to relevant information.
Impact
Enhanced Customer Experience
Reduced Turnaround Time
Call Center Productivity