Technology Case Study 2
AI-Powered Help Desk Automation for a North American IT Company
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Background
A North American IT company providing managed services to small and mid-sized businesses was overwhelmed with help desk requests. The manual ticketing process led to delayed resolutions and low customer satisfaction. The company sought an automated solution to handle routine requests and free up support agents for more complex issues.
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Objective
To automate the help desk process, improving response times and customer satisfaction, while reducing the workload on human agents.
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Solution
Corpshore Solutions introduced an AI-powered help desk automation solution that used natural language processing (NLP) to handle routine customer requests. The system automatically categorized and prioritized tickets, resolving common issues such as password resets and network troubleshooting without human intervention. More complex issues were escalated to human agents only when necessary.