Death to the tickets

From Time Entry Automation to Game-Changing Efficiency, The Journey of Transforming Customer Support

Navigating Profitability, Service Quality, and Resource Allocation

Balancing Time Entries and Customer Interactions

IT technicians often find themselves grappling with the time-consuming tasks of recording time entries and summarizing customer interactions. While these activities are vital for maintaining profitability and ensuring quality service, they can divert precious time and resources away from assisting customers directly. Additionally, these responsibilities can lead to delays in responding to service requests, causing a disconnect between customers and the service desk.

Revolutionizing IT Communication with the Service Collaboration Platform

Seamless Customer Interactions

Recognizing this challenge, the software company identified an opportunity to enhance communication between IT technicians and customers. They conceived a Service Collaboration Platform, designed to eliminate the conventional service ticketing system and instead enable technicians to engage with customers seamlessly through popular platforms, which they are already using, like Microsoft Teams and Slack. Realizing the potential of AI technology to streamline operations, they turned to Microsoft Azure OpenAI Service to automate these time-consuming tasks, resulting in a substantial daily time savings of over an hour for technicians.

A 14-Day Transformation Story

Azure OpenAI's Magic Touch

In an astonishingly brief two-week timeframe, was successfully developed a groundbreaking tool that harnesses the capabilities of Azure OpenAI's large-scale generative AI models. This tool not only simplifies resource allocation and service request assignments but also automates the meticulous process of logging time entries. The ultimate goal is to empower IT service providers to concentrate on their core mission—delivering exceptional service to their valued customers.

Automating Time Entries

One of the key strategies is the automation of technician's time entries, which has proven to be remarkably effective. Presently, the company is saving technicians nearly an hour each day on this task alone. This achievement is significant, with approximately 80 percent of automatically generated time entries being swiftly accepted. This product stands out as a unique use case due to its direct impact on revenue and cost. Every minute saved on administrative overhead contributes directly to the partners' profitability.

Translating Feature

The accessibility of the technology offered by Azure OpenAI Service is noteworthy, making it an exciting prospect for virtually anyone. Automating time entries represents just the tip of the iceberg in terms of the possibilities this technology holds. The company has identified translation capabilities as a valuable feature for IT service providers operating globally with diverse language needs. Non-native English speakers can compose content in their native language and utilize AI to translate it, resulting in substantial time savings and fostering broader collaboration opportunities.

Bring Your Own OpenAI

This service enables customers to utilize semantic search functionality within Azure OpenAI Service to search through internal documentation powered by tools like SharePoint and third-party applications. This empowers technicians to swiftly access sensitive and critical information needed to handle service requests, including tasks such as change management approval and password management. Importantly, this process occurs within the secure confines of Microsoft Azure, ensuring the confidentiality of data without any risk of leakage to public APIs.

Proven competence

Awards & certifications

Microsoft Gold Implementation Partner since 2005

Winner - Microsoft Business Process Management and Automation Award