A helpdesk on steroids
Emily Wang, Director of Digital Employee Experience at a leading global semiconductor enterprise, was working through an IT support system that had become increasingly reactive, with rising ticket volumes, uneven self-service content, and a heavy reliance on phone support. The slow resolution times and project delays were starting to impact employee experience. To turn things around, Emily partnered with Infosys BPM to modernize the entire support ecosystem. This case details how Infosys BPM completely rebuilt the entire support system, leading to a 41% reduction in ticket volumes, a 28% drop in mean-time-to-resolve, and an improvement in first call resolution rates to 86%, thereby enhancing the overall employee experience.
Approach summary:
- Conducted forensic assessment of historical ticket volumes
- Reinvented entire self-service experience and workflows
- Trained firm’s GenAI chatbot with new data and conversation flows
- Established a specialist team for high-risk authentication flows
- Executed a large-scale global VPN migration for 150,000 users
Key benefits:
41% reduction in ticket volume 
86% FCR achieved 
90% chatbot accuracy levels reached 
Compliance risks mitigated 
Employee experience enhanced 
