Success Story
AI powered Knowledge Assisted resolutions for World’s Largest Facility Services Provider
About the Client
World’s Largest Facility Services Provider
Challenges
- Client wanted to outsource its L1.5 IT Desk for managing mission critical systems like facilities service order management, invoice systems and reporting tools. Client struggled with high churn and long resolution times for simple service requests
- Client also wanted a facility Service Operations desk for its premium US customers to primarily help log orders, triage with vendor partners and track emergency work orders to closure within SLAs
Solutions
1.Created Enhanced SOPs and resolution guides for repetitive issues and service requests. AI Agent Assist for step-by-step resolution guidance to ensure service quality and quick back fills in case of churns.
2.Connected to ITSM to contribute to Knowledge base from resolution steps for any new issue types.
3.Deployed customer facing Knowledge Assistants to resolve any training/navigational issues, service queries and status inquiries.
Impact Delivered
40%
of the tickets handled
through auto resolution
80%
faster MTTR – mean time to resolve
10%
age points jump in CSAT scores