Revolutionizing field services with Gen AI Solutions for a Manufacturing Company

About the client

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.