A large global company needed to optimize internal HR and Infrastructure service, reducing the high volume of Level 1 (L1) calls — those that were simpler and more recurring, but still consumed a lot of support team time. Overloading teams and rising operating costs required an efficient solution. The answer? A corporate chat with Generative AI, developed to streamline service, improve the employee experience, and optimize processes. Check out how our AI solution transformed internal support and brought expressive results!

Challenge

The main challenge was to deal with the high demand for L1 tickets and the inefficiency in accessing the ServiceNow knowledge base. But without automated triage, analysts faced rework and the employee experience was compromised.

In addition, the absence of an intelligent mechanism to classify tickets increased the average resolution time and impacted the productivity of the support team. The company needed a solution that would automate service and improve operational efficiency.

Generative AI Solution

Programmers implemented a corporate chat with Generative AI, fully integrated with ServiceNow, to optimize internal support. The solution included:

Chatbot with Generative AI: Quick and intuitive access to the knowledge base, reducing the need for human interaction.
Automated triage: Intelligent sorting of tickets into “Question” or “Request,” ensuring that only relevant tickets were routed to human service.
RAGAS Framework: implementation of metrics to continuously evaluate and improve AI performance.
Omnichannel Integration: support via WhatsApp, Web and Live Agent, ensuring a fluid experience for users.
Process automation: direct integration with the HR and Infrastructure databases, allowing actions such as password change and user unlocking.

In this way, AI took over repetitive tasks, allowing the support team to focus on strategic and more value-added demands.

Findings

Even in its initial phase, the solution has already generated significant impacts:

10% reduction in the volume of monthly calls, reducing operating costs.

Easier access to the knowledge base, improving efficiency in resolving queries.

Decrease in average resolution time, allowing employees to solve problems autonomously.

In the pilot phase, the numbers were promising:

The chat recorded 1331 unique users and 4592 initial interactions, growing to 2876 users and 9531 interactions on Go Live.

44,538 questions were processed, with 20,266 actions performed and 24,272 responses generated.

WhatsApp had 1776 active users, while the Web version had 1100 users.

Significant reduction in human interactions in service channels: Significant reduction in human interactions in service channels: 84% in Infra and 98% in HR.

Improvement in the IVR (Interactive Voice Response Unit) service rate – an automated system that directs calls and responds to queries without human intervention, rising from 87.5% to 95%, and a drop in the rate of abandoned calls from 500 to only 69.

Generative AI to Drive Care

In this way, the implementation of corporate chat with Generative AI was a milestone in the company’s digital transformation, bringing efficiency, cost reduction, and improvement in the employee experience.

With the expansion of the solution, the gains obtained will be even more expressive, consolidating an agile and intelligent internal support.

So, do you want to know how we can transform your company’s service with AI? Talk to our experts!

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Reach out to Programmers Beyond IT today to explore how our AI and data-driven expertise can drive tangible business results for you.