Transforming Employee Helpdesk Operations with AI-Powered Automation For a Prominent Energy Company
Energy & Utilities AWSBusiness Impacts
Automated 32,000+ service requests annually
Reduced Help Desk call volume by 20%
Accelerated feature rollouts with elastic staffing
Customer Key Facts
- Country : United States
- Industry : Energy & Utilities
Problem Context
The client is a leading American energy company dedicated to advancing sustainability and reducing environmental impact by setting goals for minimizing emissions and achieving greater efficiency in energy production. To support this mission, the client needed to modernize internal operations, particularly its employee support systems.
However, internally, the client faced challenges in handling day-to-day employee support. Reliance on a manual, agent-dependent support process for resolving employee issues proved inefficient, with frequent delays and errors. Additionally, there was no feedback mechanism to understand recurring challenges. To improve operational efficiency, the client sought an AI-powered solution with 24/7 accessibility, reducing reliance on live agents and integrating with third-party ITSM and business intelligence applications.
Additionally, the client required an advanced IVR system to streamline issue resolution and provide instant support. These integrations would empower employees to independently manage tasks like password resets, password expiration monitoring, and account lockout notifications, ultimately creating a more efficient, self-service support experience and allowing the support team to focus on higher-priority issues.
Challenges
- High Dependence on Live Agents: Employees relied heavily on live agents for resolving service requests manually, with few self-service options available. This reliance placed significant pressure on the support team, especially during peak times.
- Understaffed Support Team Handling High Ticket Volume: The support team, operating with limited staff, managed approximately 125,000 tickets annually, leading to delays and longer wait times, particularly during late hours and weekends.
- Limited Third-Party Integration: The lack of integration with essential third-party applications slowed down critical tasks, such as password management and account notifications, causing additional delays in support.
- Lack of User Feedback Mechanism: The existing support process did not capture user feedback, limiting the client’s visibility into the types of issues employees encountered.
Technologies Used
Amazon Lex
Amazon S3
Amazon Athena
Amazon Cloudwatch
Amazon DynamoDB
Amazon Lambda
Amazon Glue
Concourse
Terraform
Amazon Connect
Solution
Quantiphi leverage AWS-native services to develop an Employee Help Desk (EHD) Virtual Assistant to streamline employee support via voice and text channels. This self-service assistant empowers employees to independently manage common issues, such as account unlocks and password resets, submit ServiceNow tickets, and access knowledge base answers—reducing demand on live agents and improving response times.
To enhance user interactions, we implemented dashboards that monitor key metrics like call deflection rates, intent distribution, FAQs, and customer satisfaction (CSAT) scores, allowing the team to identify areas for further improvement. With Quantiphi’s Elastic Staffing model, the team scaled resources dynamically, ensuring smooth development and timely enhancements.
Integrated with ServiceNow, BMC Remedy, Avaya, and PowerBI, the EHD assistant provides unified IT support, simplifying ticket resolution and password management processes. This solution has enabled the client to provide 24/7 support, allowing for continuous support and insights into employee challenges across different departments and locations. Additionally, it has reduced manual workload and improved operational efficiency, significantly enhancing the employee experience and response quality.
Results
- Streamlined helpdesk operations by automating routine tasks, ensuring quick access to information, and reducing wait times.
- Reduced Help Desk call volume by 20% with Virtual Assistant and IVR integration, delivering faster resolutions and enhancing user experiences.
- Enabled rapid feature rollouts through elastic staffing, dynamically adjusting team size and skillsets to align with project demands.
- Improved responsiveness and agility, empowering teams to swiftly adapt to evolving needs and deliver exceptional support.
