Ticket handoffs slowed response as the base grew. AI routes, resolves routine requests, and hands engineers ready-to-act case summaries.
A leading managed services provider for small and mid-market businesses, delivering IT management, cybersecurity, cloud, and AI services to thousands of customers.
As the customer base grew, traditional ticketing workflows created delays and handoffs between teams and customer engineering resources, making it...
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Sources found with NewsCatcher's Web Search API
Managed IT services, cybersecurity, and cloud infrastructure for mid-market firms.
Provided ServiceNow AI Platform, Technology Provider Service Management (TPSM), and AI agents for customer support automation and resolution.
Thrive's Customer support is part of this use case:
Related implementations across industries and use cases
Teams manually reviewed dashboards after IT issues occurred. Now, AI predicts failures and hands engineers 1-minute resolution plans.
Five-fold growth created service bottlenecks for agents. Now, an AI agent handles routine questions, freeing the team for complex problems.
Engineers manually pieced together context across tools. Now, AI agents in Slack surface data and suggest fixes instantly.
Five-fold growth created service bottlenecks for agents. Now, an AI agent handles routine questions, freeing the team for complex problems.
25 agents were overwhelmed by 19k+ monthly compliance queries. Now, AI fields routine questions, freeing human experts for the toughest cases.
Manual follow-ups and time zone gaps delayed global buyers. Now, a 24/7 AI agent instantly personalizes multilingual conversations.
QC simulations ran 15 hours and reset from scratch on every change. Digital twins cut that to 3.6 seconds.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Ticket handoffs slowed response as the base grew. AI routes, resolves routine requests, and hands engineers ready-to-act case summaries.
A leading managed services provider for small and mid-market businesses, delivering IT management, cybersecurity, cloud, and AI services to thousands of customers.
As the customer base grew, traditional ticketing workflows created delays and handoffs between teams and customer engineering resources, making it...
Also reported by
Sources found with NewsCatcher's Web Search API
Managed IT services, cybersecurity, and cloud infrastructure for mid-market firms.
Provided ServiceNow AI Platform, Technology Provider Service Management (TPSM), and AI agents for customer support automation and resolution.
Thrive's Customer support is part of this use case:
Related implementations across industries and use cases
Teams manually reviewed dashboards after IT issues occurred. Now, AI predicts failures and hands engineers 1-minute resolution plans.
Five-fold growth created service bottlenecks for agents. Now, an AI agent handles routine questions, freeing the team for complex problems.
Engineers manually pieced together context across tools. Now, AI agents in Slack surface data and suggest fixes instantly.
Five-fold growth created service bottlenecks for agents. Now, an AI agent handles routine questions, freeing the team for complex problems.
25 agents were overwhelmed by 19k+ monthly compliance queries. Now, AI fields routine questions, freeing human experts for the toughest cases.
Manual follow-ups and time zone gaps delayed global buyers. Now, a 24/7 AI agent instantly personalizes multilingual conversations.
QC simulations ran 15 hours and reset from scratch on every change. Digital twins cut that to 3.6 seconds.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.