Executive Summary
A leading South African financial institution faced rising volumes of routine IT requests, limited support availability, and inconsistent service levels—impacting user satisfaction. ITC Infotech implemented a scalable, AI-powered support solution that automated routine requests, enabled 24/7 assistance, and standardized response times.
Business Challenge
- Overwhelming Request Volume: Routine IT requests overwhelmed the support team
- Limited Hours: Support was only available during business hours
- Service Variability: Inconsistent response times affected user satisfaction
Business Challenge
- Overwhelming Request Volume: Routine IT requests overwhelmed the support team
- Limited Hours: Support was only available during business hours
- Service Variability: Inconsistent response times affected user satisfaction
Our Solution
- Assessment: Identified common support requests and workflows
- Configuration:
- Configured the Virtual Agent to handle common issues and integrated it with existing systems
- Integration with RPA platform and DeX management platform, such as Microsoft Power Automate and Aternity (for enabling self-healing)
- Configured 60+ use cases
- Deployment: Rolled out the Virtual Agent and trained the IT team
- Optimization: Monitored and adjusted based on feedback and performance data
Key Results and Benefits
- Reduced Workload: The Virtual Agent managed 35% of routine requests, allowing the IT team to focus on complex issues
- Faster Responses: Average response times for routine issues decreased by 50%
- 24/7 Support: Provided continuous support, improving accessibility
- Consistent Quality: Delivered uniform responses, increasing user satisfaction
- Higher Satisfaction: Reduced wait times led to improved employee satisfaction and productivity
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.
