Client: Leading German Wholesale Company
Industry: Retail
Solution: CORDS Solution - Strategic Integration of Confluence and JIRA
Key Technologies: Google Cloud’s Vertex AI Search and Vertex AI PaLM Large Language Models (LLMs)
Target Audience: CXOs, Directors, VPs, General Managers
Background:
The client sought to enhance their service desk operations by reducing the time new agents spent understanding and resolving tickets, ensuring adherence to service level agreements (SLAs), and cutting incident support costs.
Challenge:
Service desk agents, especially new associates, struggled to quickly access the necessary standard operating procedures (SOPs) and past tickets within the client’s Confluence platform. This hindered their ability to respond promptly to customer queries and maintain SLA compliance.
Solution:
Wipro introduced the CORDS solution, strategically integrating Confluence and JIRA. This innovative approach harnessed both unstructured SOP documents and structured SQL database entries. The solution was designed to summarize resolutions, provide comprehensive contexts for LLMs, and generate step-by-step guidance for agents. Utilizing Google Cloud’s Vertex AI Search, the system fetched relevant SOP documents tailored to each specific ticket. The Vertex AI PaLM LLM enhanced the understanding and summarization of complex SOPs, making information more accessible to agents.
Results:
The implementation of the CORDS solution yielded transformative outcomes:
- Reduction in Ticket Resolution Time: New agents can now handle inquiries more swiftly and effectively, significantly reducing ticket resolution times.
- Cost Efficiency: The streamlined process optimized resource utilization, resulting in lower incident support costs.
- Improved Customer Satisfaction: Faster ticket resolution led to a 30% increase in customer satisfaction scores.
- Enhanced Agent Performance: Agents now perform their duties with greater confidence and efficiency, leveraging historical data and the knowledge base effectively.
Conclusion:
The strategic integration of Confluence and JIRA through Wipro’s CORDS solution revolutionized the client’s service desk operations. This case study illustrates how targeted technological solutions, especially those leveraging GenAI, can address specific business challenges, leading to substantial improvements in performance metrics and overall business outcomes.
