Today's challenge lies in coping with the rapid surge of IT help desk tickets, paired with the increasing complexity of each ticket.
In response to this challenge, OWT was approached by Huber+Suhner to assist in enhancing efficiency and reducing the operational costs of their IT help desk team. They had observed that the help desk agents could not keep up with the amount of incoming requests, and that more complex issues could not be addressed properly.
By harnessing the creativity of the team, OWT devised and implemented an innovative solution, leveraging the full potential of Generative AI (GenAI) by using Azure and OpenAI.
Huber+Suhner AG, based in Switzerland, is a global manufacturing leader specialized in the production of electrical and optical connectivity solutions used in industries such as communication, aerospace, defense, automotive, transportation, and manufacturing.
Visit Huber+SuhnerA bespoke application with a seamless integration into existing tech environment
OWT focused on delivering a tangible business and technology solution by streamlining the ticket resolution process and elevating the overall quality of support provided.
It was important to preserve the Huber+Suhner’s existing ticketing environment, which is why the solution involved the development of a bespoke application that seamlessly integrates within their existing ticketing tool. Furthermore, OWT made use of Microsoft Azure's advanced capabilities, including Azure AI Search, Azure Cosmos DB Service and Azure Infrastructure Services.
Above all, OWT integrated the Azure OpenAI Service into the heart of the solution, facilitating the analysis of incoming requests and the creation of professional responses:
Upon ticket receipt, the solution automatically gathers relevant data from their ticketing tool and cross-references it with Huber+Suhner’s solved tickets to generate prompt and precise responses to user queries. Crucially, it empowers IT help desk agents to review and enhance these responses to meet company standards prior to user distribution.
A more swift, productive, and quality-enhanced hep desk service
OWT’s implemented solution delivers on multiple fronts: firstly, customers enjoy higher-quality responses, which increase satisfaction levels. Secondly, the response times have been significantly reduced, ensuring quicker ticket resolution and smoother operations. Thirdly, by automating routine tasks, Huber+Suhner expects a 20% increase in productivity for the IT help desk team.
Beyond these tangible outcomes, Huber+Suhner employees benefit from faster resolution times, enabling them to devote their attention to more complex issues, fostering a positive work environment and enhancing overall satisfaction.
20% increase
in productivity expected by Huber+Suhner’s Global CIO for the IT help desk team by automating routine tasks with GenAI.
Higher satisfaction
across Huber+Suhner’s customers and employees due to quicker and higher-quality responses.
AI Partner Nomination
OWT is nominated by Microsoft as Partner of the Year 2024 (AI) for their state of the art AI implementations.
