Reimagining IT service management through artificial intelligence | HCLTech

The client is a conglomerate that designs and sells ready-to-assemble furniture, kitchen appliances and home accessories, among other goods and home services. The company is known for its modernist designs for several types of appliances and furniture, and its interior design work is often associated with an eco-friendly simplicity. It has 378 stores operating in more than 30 countries. The challenge was automating the handling of a wide range of service desk requests through AI technology and machine learning models. The objective was to achieve efficient incident resolution with timely ticket assignment and improved IT Service Management. Our solution utilized Natural Language Processing (NLP) and Deep Learning in real-time to automate ticket assignation, resulting in measurable business impacts. We implemented an end-to-end solution to automate ticket assignment and improve IT service management. The solution resulted in significant business impact, including a reduction in ticket resolution time and SLA (Service Level Agreements) breaches.

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