Service desk modernization using agentic transformation powered by AI Force
Overview
A global biopharmaceutical leader with operations across 140+ countries, 515 sites and over 65 manufacturing and R&D sites embarked on a strategic initiative to modernize its global IT service desk operations. With approximately 132K users depending on timely, high-quality IT support, the enterprise recognized the need to shift from traditional manual processes to a scalable, AI-powered support model. The company’s long-term vision is centered on operational excellence, customer satisfaction and sustainable scalability.
The challenge
High-volume service interactions and fragmented manual processes
The organization faced rising service desk volumes and increasingly complex user queries, which strained available resources and adversely impacted service levels. Manual interventions were driving up operational costs and creating inconsistencies in user experience across geographies.
To meet evolving business needs and maintain high service quality, there was a need to reduce dependency on human intervention and leverage cutting-edge technology and AI solutions. Implementing a smart digital assistant became essential to intelligently deflect ticket volumes, resolve issues and support multilingual interactions.
The objective
Enabling intelligent service desk transformation
The client aimed to modernize their global service desk operations by partnering with HCLTech and leverage our GenAI and Agentic capabilities to transform their IT service desk experience across the enterprise. The immediate objective was to reduce manual effort by 25% in the first year and lay the foundation for 40% reduction by the second year.
The solution needed to:
- Deploy a GenAI-driven digital assistant/agent to handle service desk queries and deflect volumes without deteriorating customer experience
- Seamlessly integrate with existing systems, including ServiceNow and NexThink to ensure operational continuity
- Identify new use cases for next year to build a future-ready enhancement pipeline
The solution
Agentic AI-powered virtual assistant for global scale
HCLTech proposed a platform-agnostic Agentic AI solution powered by its proprietary AI Force framework. Designed for global scale, the solution was validated through rigorous analysis of service desk data and customer experience metrics. It was also validated through force analysis to ensure it maintained or improved satisfaction levels. An agile methodology was adopted to enable rapid deployment and iterative enhancements.
The solution included:
- Deployment of a virtual assistant to manage service desk interactions across 515 sites in 142 countries, supporting approximately 132K users
- Enablement of seamless integration between the existing LLM-powered chatbot and AI Force to deliver intelligent, real-time query resolution
- Proactive issue detection and continuous incident resolution across various use cases through NextThink
- Smart IVR capability to streamline phone interactions and support channel shift from voice to chat
- Provide consultative support for multilingual enablement and language consolidation to accelerate resolution times
Our solution was designed to be highly scalable, aligned with the client’s global IT and digital transformation roadmap.
The impact
Measurable efficiency gain and enhanced user experience
The GenAI-driven virtual assistant delivered strong early outcomes, significantly reducing manual intervention while enhancing customer experience. Key impact includes:
- Targeted 30% reduction in manual intervention in the first year, with a roadmap to reach 40% by the next year
- Significant deflection of service desk volumes, reducing operational costs and improving response times
- Seamless integration with ERP systems, ensuring consistent service delivery across a complex global network
- Establish a future-ready, scalable, intelligent platform for continued enhancements and innovation
Building on a successful first phase, the engagement is set to expand across additional service lines and regions. With a solid foundation of intelligent automation and shared governance, the focus will shift toward autonomous operations, self-healing capabilities, and continuous learning systems to further elevate enterprise IT service delivery.
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