Croatian Telecom
EDI Electronic Invoice
MedTech company — AI-enhanced IT support
Providing zero- and first-contact resolution for internal users and customers using RAG-based models
Challenge
Provide global IT support
Our client, a MedTech company based in the US, faced raising pressure to its IT support team both by internal users and customers. Market success and expansion led to more people needing support with IT issues.
In addition, both customer base and employee pool are global, requiring a significant manpower to be able to resolve the issues in a timely manner.
Solution
AI-based assistant boosting IT support capabilities
For internal users, we built a RAG-based assistant that provides answers to IT issues and questions using company’s procedures and knowledge base. If no remedy is successful, AI assistant creates captures all informations and creates a support ticket.
To help resolve customer tickets faster, we build an AI assistant for IT support staff. It analyzes the ticket, and instantly produces potential remedies and troubleshooting steps leveraging company’s knowledge base.
What we did
Generative AI
Results
More issues resolved faster, less menial tasks for IT support
Lower average handling time and increased zero- and first-contact resolution resulted in higher employee and customer satisfaction.
IT support staff can focus on more complex issues, boosting their motivation and productivity while company was able to decrease the L1 support costs.
Other case studies
Konzum.hr
Streamlined online shopping experience
Let’s talk about software unique to your enterprise
With an extensive experience in building custom software for major enterprises, we can provide you with guidance on how to use technology to solve the business challenges you’re facing.
30 min call with our expertsNo preparation requiredQuick audit of feasibility
Tomislav, CBO @Ingemark
Ozren, Head of Sales @Ingemark
