Success Story

End to End Agentic AI for Technical Service desk , automated part & technician dispatch and RMA management for A Major Data Center & Network Equipment Manufacturer

About the Client

A Major Data Center & Network Equipment Manufacturer

Challenges

  • The client had a decentralized service desk providing white glove(paid) service to its premium customers​
  • The complexity of pin pointing the failed part(s) (root cause), need to dispatch parts & appropriate skilled technicians from different geographies while adhering to stringent SLAs added to challenges​
  • 36 premium customers with annual volume of 25,000+ tickets​

Solutions

Innover deployed an end-to-end Agentic AI solution Digital Command Center to manage the entire ticket receipt to resolution along with Retrieval of failed parts:

1.Auto AI agent & LLM Assisted L0/L1 – Automated catch & dispatch and GenAI powered troubleshooting/root cause analysis and failed part identification from error logs.

2.Dispatch Auto AI Agents – Create shipping labels, schedule shipment of failed parts from nearest warehouse (APIs to 3PL portal); Dispatch request of Field Ops from nearest location (APIs to Field Ops Portal).

3.RMA Auto AI Agent for failed part retrieval & reverse logistics tracking.

4.End to End Track & Trace: Metrics and dashboards to understand process health and track WIP tickets powered by Data Bricks.

5.Predictive Analytics : ML models to forecast part stocking strategy & predictive maintenance.

Impact Delivered

SLA Adherence improved from
65% to 95% points  within 6 months

Steady State CSAT at >
88% fromearlier <60%

Moved towards touchless operations with
>60% tickets handled autonomously and
Human-in-loop for exception handling
and delay alerts