A prominent, end-to-end food business operator, encompassing everything from pet supplies and ranches to meat processing and consumer goods, encountered escalating difficulties in maintaining efficient IT support for its growing workforce of over 10,000 employees. The complexity of internal IT systems and challenges in accessing information and managing support requests resulted in approximately 3,000 IT support tickets monthly.
Seeking to enhance user experience and reduce ticket volume by an ambitious 20%, the company aimed to leverage Generative AI. Their vision extended beyond IT, desiring a versatile solution adaptable to address employee needs across HR, Finance, and other operational areas. Central to this was a self-service capability accessible through commonly used channels such as the corporate intranet and Microsoft Teams, with support for both English and Thai-speaking employees.
To realize this transformative vision, the food conglomerate partnered with Coforge to implement a customized version of its Generative AI-powered Employee Assist solution, focusing initially on the IT support use case. This collaboration aims to revolutionize internal support processes, fostering a more efficient and user-friendly environment.