Client
A technology firm offering cloud-based collaboration tools.
Challenge
Customer support teams were overwhelmed with ticket volumes, resulting in long resolution times and reduced customer satisfaction.
Solution
- AIOps for Ticket Triage: Implemented AI-powered ticket prioritization and routing to direct issues to the right teams.
- DevOps Integration: Automated support tool deployments and updates, ensuring uninterrupted service.
- Chatbot Automation: Integrated an intelligent chatbot to handle common queries and reduce ticket load.
Results
- Reduced average ticket resolution time by 60%.
- Improved first-response rate to 95%.
- Increased Net Promoter Score (NPS) by 30%.
