Gen AI-powered Employee Assist optimizes IT Support for a Leading Southeast Asian Food Business

Challenges.

The key challenges faced by the organization were:

• Increased Burden: The IT team experiences significant strain due to the ticket volume.
• Employee Frustration: Lengthy resolution times lead to dissatisfaction among users.
• Inconsistent Practices: Difficulty accessing IT policies causes confusion and varying approaches.
• Limited Optimization: Lack of visibility into performance metrics hinders improvement efforts.

Solution.

The solution utilizes Azure OpenAI's advanced GPT-4o model and features robust Responsible AI safeguards. These include mechanisms for hallucination detection, protection against prompt injection attacks, comprehensive GenAI governance oversight for the CIO team, and real-time risk assessment and mitigation powered by Coforge’s Trust AI solution. It empowers employees with self-service capabilities through intuitive channels like MS Teams and the intranet and is available in both English and Thai.

The solution reduces resolution times by automating responses and streamlining workflows, freeing up the IT team to focus on more complex issues.

Key Features of the Implemented Solution:

• AI-Powered Digital Assistant: Employees can interact with an AI-powered Digital Assistant to report IT issues, request assistance, and access relevant knowledge articles. The assistant uses Large Language Model (LLM) to understand employee intent and provide accurate and timely responses.
• Seamless SharePoint Integration: Employee Assist seamlessly integrates with the SharePoint instance, allowing employees to easily search for and access IT policies, procedures, and best practices.
• Retrieval-Augmented Generation (RAG) architecture: Enabling it to provide contextually relevant answers by grounding its responses in internal knowledge repositories.
• Automated IBM Maximo Ticket Creation and Tracking: The Digital Assistant automatically creates IT support tickets in IBM Maximo based on employee interactions. Employees can track the status of their tickets in real-time and receive updates on resolution progress.
• Personalized Recommendations: Based on employee role, department, and past interactions, Employee Assist provides personalized recommendations for IT solutions, training materials, and helpful resources.
• Real-time Reporting and Analytics: The IT support team gains access to comprehensive reporting and analytics dashboards that provide insights into IT support performance, ticket volume, resolution times, and employee satisfaction.
• Responsible AI: Coforge's Trust AI framework ensures the responsible and secure use of AI, mitigating risks like hallucinations and prompt injection while also prioritizing data privacy.

The impact.

The implementation of Coforge's Employee Assist solution significantly transformed customer’s IT support operations, yielding the following results:

• Reduced IT Support Ticket Volume by 20%: The AI-powered chatbot effectively handled routine inquiries and resolved common IT issues, reducing the burden on the IT support team.
• Improved Resolution Times by 40%: Automated processes and streamlined information access enabled the IT support team to resolve issues more quickly and efficiently.
• Increased Employee Satisfaction with IT Support: The intuitive interface, personalized support, and proactive alerts improved the overall employee experience.
• Enhanced Knowledge Sharing and Compliance: Centralized access to IT policies and procedures improved compliance and ensured consistent IT practices across the organization.
• Data-Driven Insights for Continuous Improvement: Real-time reporting and analytics enabled the customer to identify areas for improvement in its IT support processes and allocate resources more effectively.

Coforge's Employee Assist has proven to be a valuable asset for the customer, transforming its IT support operations and improving the employee experience. By leveraging the power of AI, automation, and integration, the solution has helped the customer reduce costs, increase efficiency, and empower its workforce. The success of this implementation demonstrates the potential of Employee Assist to drive significant business value across various functions within the organization. The customer’s experience underscores the value of a well-designed and strategically implemented employee experience platform in achieving operational excellence and employee satisfaction.