IT experts scrolled logs across 6 systems. GenAI now summarizes context and drafts notes, saving 25 minutes per major incident.
A global digital business services company employs nearly 500,000 people across 100 countries, speaking over 300 languages and dialects.
Managing support across six disparate ticketing platforms created friction, requiring manual coordination via emails and attachments for simple...
“We’re in the business of delighting customers.”
Digital business services and customer experience management provider.
Global complexity forced heavy reliance on outside counsel. Teams now run jurisdictional comparisons in-house, cutting external spend.
12,000 employees overwhelmed 20 IT agents. AI now resolves routine tickets, cutting calls 30% to support 2x scale without new hires.
Operations relied on local Excel sheets. Custom LLMs now translate tickets instantly and automate approvals across 600 sites.
IT reporting took 10 mins while shoppers waited. AI now captures tickets via voice or text, cutting resolution time from 2 hours to 30 mins.