Executive Summary
A privately held global merchant firm in the energy and commodities space faced operational inefficiencies due to manual incident and request handling. ITC Infotech enabled intelligent automation and streamlined workflows, reducing manual intervention and empowering employees and customers with faster, self-service solutions.
Business Challenge
- Manual intervention for incidents and requests leading to delays, inefficiencies, and increased costs
- Employees and customers struggled to find answers quickly, leading to frustration and decreased productivity. Support agents also spend significant time on repetitive tasks, limiting their ability to address complex issues
Business Challenge
- Manual intervention for incidents and requests leading to delays, inefficiencies, and increased costs
- Employees and customers struggled to find answers quickly, leading to frustration and decreased productivity. Support agents also spend significant time on repetitive tasks, limiting their ability to address complex issues
Our Solution
- Configured Gen AI out-of-box use cases with Now Assist
• Knowledge article summarization
• Chat summarization
• Case summarization - Performed upgrade to enhance features of GenAI
Key Results and Benefits
- Enhanced customer satisfaction due to quick and efficient problem resolution
- Agents can focus on unique, complex cases, leading to improved job satisfaction
About ITC Infotech
ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. ITC Infotech is a wholly owned subsidiary of ITC Ltd., a 100-plus-year-old diversified conglomerate with businesses spanning Hotels, Consumer Goods, Paperboards & Packaging, Agri Business, and Information Technology. ITC Ltd. has been in the hospitality business for over 4 decades. It has over 100 properties across 70+ destinations. The hospitality practice at ITC Infotech is 800+ people strong and most have experience in the hospitality domain leading to a high-quality IT service experience for its hospitality customers.
