ml test Fortune 500 tool manufacturer enhances IT support experience AI DigitalOps

AI-enabled automation reduces resolution time by 20%

3 min 所要時間

Overview Security and Exchange Board of India: SEBI

A Fortune 500 American industrial tool manufacturer wanted to improve the IT support experience as growing request volumes and scattered knowledge made issue resolution slower and inconsistent. HCLTech helped implement an AI enabled ITSM copilot that brings enterprise knowledge into a single conversational experience so support teams can understand requests faster find the right guidance take action with fewer steps and capture clearer case notes. The result was a smoother more reliable support experience for employees and external users.

The Challenge

A Fortune 500 American industrial tool manufacturer was experiencing high volumes of IT service requests from both internal teams and external users. Delays in issue resolution increased Mean Time to Repair (MTTR), impacting employee productivity and the overall customer experience.

The IT operations team faced an additional challenge. Critical knowledge was spread across multiple systems, including KEDBs, runbooks, closed tickets and batch documentation. Locating relevant information quickly became a bottleneck, slowing issue resolution.

The Objective

The client aimed to improve user experience by reducing resolution time and enabling faster and more accurate handling of IT system related issues.

The Solution

To address these challenges, the client implemented a GenAI-based ITSM Copilot automated chatbot solution with support from HCLTech.

The solution consolidated and indexed enterprise knowledge, including:

3,600 plus KEDBs
1,000 plus runbooks
Over 1 million ServiceNow tickets
100,000 plus batch documents

Built on Azure OpenAI, Azure Search, Azure Monitor and Prompt Flow, the conversational interface enables IT support agents to:

Quickly access relevant information across systems
Understand ticket intent with greater accuracy
Execute one-click resolutions
Generate summary notes automatically
Provide feedback to continuously improve responses

The Impact

The client achieved measurable improvements in IT support efficiency and user satisfaction. With more than 150 active users daily and over 5,500 queries per month, the solution delivered:

Relevant responses for 80% of queries
20% reduction in MTTR

The result is faster issue resolution, improved IT performance and stronger support experience for both employees and customers.