A global enterprise needed to optimize internal HR and IT support by reducing the high volume of Level 1 (L1) tickets. These are simple, repetitive requests that still consume a significant amount of support time. Growing team overload and rising operational costs made efficiency a priority. 

The solution was a corporate chat powered by Generative AI, designed to speed up support, improve employee experience, and streamline internal processes. 

The challenge 

The company faced a high volume of L1 tickets and inefficient access to its ServiceNow knowledge base. Without automated triage, analysts dealt with rework and slower resolutions, impacting employee experience. 

The lack of intelligent ticket classification also increased resolution times and reduced support team productivity. The company needed a solution to automate support and improve operational efficiency. 

The Generative AI solution 

Programmers implemented a Generative AI-powered corporate chat fully integrated with ServiceNow. The solution included: 

• AI chatbot with fast, intuitive access to the knowledge base, reducing the need for human interaction  

• Automated triage, classifying tickets as “Question” or “Request” to route only relevant cases to human agents  

• RAGAS framework to measure and continuously improve AI performance  

• Omnichannel integration across WhatsApp, Web, and Live Agent for a seamless user experience  

• Process automation with direct integration into HR and IT systems, enabling actions such as password resets and user unlocks  

This allowed AI to take over repetitive tasks, freeing support teams to focus on higher-value work. 

Results 

Even in early stages, the solution delivered strong results: 

• 10% reduction in monthly ticket volume, lowering operational costs  

• Easier access to the knowledge base, improving resolution efficiency  

• Reduced average resolution time, enabling employees to solve issues more independently  

During the pilot phase: 

• The chat reached 1,331 unique users and 4,592 initial interactions, growing to 2,876 users and 9,531 interactions at go-live  

• A total of 44,538 questions were processed, with 20,266 actions executed and 24,272 responses generated  

• WhatsApp had 1,776 active users, while the web version reached 1,100 users  

• Significant reduction in human interactions: 84% in IT and 98% in HR  

• IVR performance improved, with response rates increasing from 87.5% to 95% and abandoned calls dropping from 500 to 69  

Generative AI driving better support 

The implementation of a Generative AI-powered corporate chat marked a major step in the company’s digital transformation. It improved efficiency, reduced costs, and enhanced employee experience. 

As the solution expands, these gains are expected to grow even further, reinforcing a faster and more intelligent support model. 

If you’re looking to transform your company’s support operations with AI, talk to our experts.