Case Study
Optimizing IT operations
THE CASE
Streamlining the IT helpdesk with AI and automation
A large retailer wanted to drive efficiency and cut costs for their IT helpdesk operations. They partnered with UST SmartOps™ to optimize their processes through automation.
CHALLENGE
Creating efficient solutions
Our client needed to reduce the volume of IT incident tickets as well as the time it took to resolve incidents. Our automated solution also needed to improve employee attrition.
SOLUTION
Automating manual processes
Our team examined our client’s IT helpdesk operations and prioritized the processes that needed to be automated. We used machine learning algorithms to classify tickets based on past data. Natural language understanding (NLU) was used to read tickets and identify the main issues, while robotic process automation (RPA) resolved the tickets without human intervention.
IMPACT
Improving IT helpdesk operations
Our AI-powered cognitive automation platform streamlined process flows, which drove increased efficiency and savings for our client. The processing effort and resolution time of helpdesk tickets were reduced, and the first time fix rate was improved.