Routine VPN and payslip queries bottlenecked support. Now, embedded AI agents resolve basic requests in Teams, deflecting 65% of tickets.
A service management software provider operating across three countries aims to disrupt an enterprise IT support industry dominated by siloed, legacy platforms.
Employees face app fatigue when searching for information across disconnected tools, while support teams are inundated with repetitive inquiries....
“Over the last three decades—from BMC Remedy to ServiceNow—traditional service management has evolved but still requires high setup overhead and maintenance. However, they have all been focused on how IT can best serve employees. What we needed in the next generation was to empower employees and IT to best serve themselves using automation and an Agentic AI approach.”
Agentic service management platform for enterprise IT, HR, and business workflows.
Enterprise software, cloud infrastructure, and consumer electronics platform.
Related implementations across industries and use cases
Staff drowned in 10k weekly tickets. AI now deflects 70% of volume and maps friction points, cutting payment tickets by 50%.
Summarizing answers took 14 seconds. Small language models cut that to 4 seconds and reduced costs by 4.2x.
Engineers lost 50% of time searching systems. AI now correlates data for instant answers, boosting daily ticket closures by 40%.
Migration queries swamped experts. A locally hosted AI now answers 30,000 staff in three languages, cutting support volume by 80%.
Employees faced 30-hour wait times for support. Now, agents in Slack unify data to resolve requests autonomously.
Scheduling 1,900 roles manually took days of back-and-forth. Conversational AI now books interviews instantly, syncing calendars.
Serial testing bottlenecked development. Now, parallelized checks validate hundreds of complex conversation paths in seconds.
SExperts spent 15 minutes pulling data from scattered systems. Natural language prompts now generate detailed reports instantly.
Lab supply orders were handwritten in notebooks. Digital ordering now takes seconds, saving 30,000 hours for research annually.