GenAI boosts software quality and release speeds by 20% for Global Tech company
The Challenge
Gaps in efficiency, accuracy and scalability
For our client, a global technology leader, the manual mapping of tickets-to-test cases was more than just a tedious task; it was a barrier to speed, quality and scale. Missed test cases during development frequently translated into costly production bugs, demanding significant time and effort to diagnose and retest.
The QA teams faced persistent challenges:
- Inconsistent match accuracy between tickets and test cases undermined confidence in coverage
- Limited visibility into unexecuted tickets created blind spots in the testing process
- High overhead in generating new test cases for unmatched tickets slowed down delivery
- As ticket volumes grew, the lack of scalability in their existing approach became increasingly unsustainable
The client needed a smarter, more automated solution to ensure comprehensive test coverage while reducing manual effort and accelerating release cycles.
The Objective
Elevating quality and customer experience
To strengthen software reliability and deliver a superior customer experience, they set out to reduce production tickets by proactively identifying gaps in test coverage. Their vision was to shift quality assurance earlier in the development lifecycle, minimizing bugs before they reached production.
Key goals included:
- Improving match accuracy between tickets and test cases to ensure comprehensive coverage
- Reducing manual intervention in test case generation to streamline QA workflows
- Accelerating identification of test execution gaps to enable faster releases
- Empowering QA teams with a clear, actionable dashboard for better decision-making
To achieve these outcomes, the client chose to automate and optimize the ticket-to-test case mapping process, transforming QA from a reactive function into a strategic enabler of customer satisfaction.
The Solution
AI-driven transformation of QA workflows
To address the inefficiencies in their QA process, the client partnered with HCLTech to deploy a GenAI-powered platform designed to automate and streamline ticket-to-test case mapping. This intelligent solution analyzes incoming support tickets, compares them against existing test cases and identifies gaps in coverage, delivering actionable recommendations to QA teams.
By shifting from manual mapping to AI-driven insights, the client gained:
- Greater visibility into untested scenarios
- Improved test coverage through proactive identification of missing cases
- Accelerated release cycles with reduced manual overhead
This transformation empowered our client to move from reactive testing to a predictive, scalable QA model, enhancing software quality and customer satisfaction.
The Impact
Driving quality, speed and customer satisfaction
For our client, the GenAI-powered solution delivered more than just automation; it reshaped their QA strategy to be proactive, scalable and customer-focused. By aligning test cases more closely with real-world issues, the platform helped prevent costly production bugs and reduced the need for rework, ultimately accelerating development cycles.
Key outcomes included:
- 20% reduction in production tickets, minimizing post-release disruptions
- 25% decrease in manual development effort, freeing up teams for higher-value work
- 20% improvement in test case coverage, ensuring broader validation across scenarios
- 20% faster release-to-market, enabling quicker delivery of new features and fixes
By enhancing software quality and streamlining QA operations, the client achieved a tangible uplift in customer satisfaction, delivering exactly what their users expect: reliable, high-performing digital experiences.
