Where help is just a Hi or an AI away
Mikael Mansson, Head of the Global IT Service Desk, at one of the world's largest furniture retailers, had a long list of problems he needed to solve, including its lack of efficiency, self-service options, automation, and metrics visibility. This case details out how he gained all this and more when he called on Infosys BPM for help. His new digital Service Desk — transformed by AI — would go on to deliver a whopping 41% automation of tickets, 23% savings in time to resolve tickets, and a significant 20% improvement in user satisfaction
Approach summary:
- LLM-powered virtual assistant
- Agentic AI configurations
- Human-in-the-Loop design
- Unified agent Workspaces
- Knowledge base with intelligent search
- Comprehensive dashboards
Key benefits:
41%
Ticket deflection rate
30%
Fewer repetitive incidents
70%
Increase in knowledge base usage
20%
ACW time savings
23%
Faster ticket resolution time
20%
Improvement in employee satisfaction
