Streamlining IT support through Generative AI and automation.
A global media and information conglomerate faced challenges in modernizing its support operations, with rising ticket volumes, manual inefficiencies, and limited AI integration hindering service agility. The organization sought to assess its readiness for Generative AI adoption and streamline L1 support using Conversational AI technologies.
Nous addressed these challenges through a structured, three-phase approach – assessing AI maturity, developing a tailored strategy, and implementing a scalable solution using Generative AI and AWS services. By integrating RAG-based knowledge retrieval, real-time translation, and automated ticket classification, the solution significantly reduced response times, improved operational efficiency, and enhanced AI utilization. The result: faster resolutions, reduced support costs, and a scalable system built for future growth.
