Technology Case Study 2
AI-Powered Help Desk Automation for a North American IT Company

-
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.
-
Objective
To automate the help desk process, improving response times and customer satisfaction, while reducing the workload on human agents.
-
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.
Key Features
- AI-powered ticket classification and resolution for routine issues
- NLP integration for intelligent customer interaction
- Escalation workflow for complex support requests
- 24/7 support availability through the automated system
KPIs & Metrics:
- Ticket Resolution Time: Reduced average resolution time for routine requests by 50%
- Agent Workload: Decreased workload for human agents by 40%
- Customer Satisfaction: Increased customer satisfaction by 20%
- Ticket Volume: Managed 60% of incoming tickets with automation
Outcome
By automating routine help desk tasks, Corpshore Solutions helped the IT company reduce its ticket resolution time by 50%, freeing up human agents to focus on complex issues and improving overall customer satisfaction by 20%.