Key results
Resolution Time
47%
Validation Time
37%
Bottleneck Reduction
47%
Result highlights
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The story
A technology services provider handling over 7,000 weekly support tickets for highly regulated government and business clients.
First responders spent significant time writing detailed notes, while senior staff had to review full case histories during handoffs to understand...
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Quotes
“We went from a standard service management interface to the Now Assist AI panel with conversational interface embedded within the agent workspace. It’s like having a companion to bounce ideas off.”
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The company
LAB3
lab3.com.auCloud consulting and managed services provider specializing in Microsoft Azure.
IndustryTechnology
LocationMelbourne, VIC, Australia
Employees251-1K
Founded2017
Scope & timeline
- AI capabilities deployed in 3 months
- 100x increase in service portal usage
- 20% increase in self-service rate