Overview
An enterprise aimed to improve internal service delivery across IT and HR by reducing response times, improving resolution rates, and optimizing support costs.
The objective was to increase first contact resolution (FCR), reduce average handle time (AHT), and lower cost per contact while improving employee satisfaction.
Challenge
An AI-powered service desk platform was implemented to automate resolution and optimize support workflows:
- AI Virtual Agent (L1 Support Automation)
Resolves common IT and HR queries without human intervention - Intelligent Ticket Triage & Routing
Classifies and routes tickets to the right teams automatically - Agent Copilot for L2/L3 Support
Assists support teams with recommendations, knowledge, and response drafting - Automated Resolution Workflows
Enables end-to-end resolution for common requests (password resets, policy queries, access requests) - Knowledge Integration Layer
Connects with internal knowledge bases, policies, and systems - Continuous Learning & Optimization
Improves resolution accuracy based on past tickets and outcomes
Solution
- CSAT (Employee Satisfaction Score)
Improved through faster and more accurate support - First Contact Resolution (FCR)
Increased by resolving more issues at first interaction - Average Handle Time (AHT)
Reduced through faster diagnosis and resolution - Cost per Contact
Lowered via automation and improved efficiency - Deflection Rate
Increased by resolving issues without agent intervention
KPIs Impacted
- CSAT (Employee Satisfaction Score)
Improved through faster and more accurate support - First Contact Resolution (FCR)
Increased by resolving more issues at first interaction - Average Handle Time (AHT)
Reduced through faster diagnosis and resolution - Cost per Contact
Lowered via automation and improved efficiency - Deflection Rate
Increased by resolving issues without agent intervention
Results
- 10–20% improvement in CSAT
- 20–40% increase in first contact resolution
- 25–45% reduction in average handle time
- 20–35% reduction in cost per contact
- 30–60% deflection of support queries
Business Impact
- Faster and more reliable internal support services
- Reduced operational costs for IT and HR functions
- Higher productivity across the organization
- Scalable service delivery without increasing support headcount
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