Sharing the load with virtual support agents
Darren Munsey, Head of IT Service Management at MS Amlin, was facing mounting pressure on his service desk due to a reactive support model that relied on resource-heavy engagement channels. With resolution times creeping up and agents consumed by repetitive tasks, he partnered with Infosys BPM to modernise the system. This case details how Infosys BPM introduced a 24×7 virtual chatbot, which helped resolve 55% of all queries without any agent intervention, delivered a CSAT score of 9.27, and led to measurable improvements in resolution speed and user experience.
Approach summary:
- Studied as-is support processes
- Developed 24*7 virtual chatbot covering 18+ topics
- Organised daily and weekly review meetings
- Conducted elaborate training sessions
Key Benefits:
55% of chats handled autonomously
MTTR, MTBF improved 
95% satisfaction rating achieved 
9.27 average CSAT score achieved 
