Solution Architecture
1
User Query2
AI Processing3
Decision Making4
ActionEmployee
GPT-4o-mini
Live Agent Transfer
Catalog Search
Knowledge Base
Direct Answer
"I need help with password reset"
50,000
Active Users85%
Faster Response€2.8M
Annual SavingsThe Challenge
- Legacy chatbot with no Natural Language Understanding (NLU)
- Poor user experience leading to low adoption rates
- High volume of unresolved tickets requiring manual intervention
- Inefficient trigger-based system causing user frustration
Our Solution
- Implemented Azure OpenAI with GPT-4o-mini for intelligent responses
- Built an agentic framework for autonomous decision-making
- Integrated with ServiceNow for seamless ticket management
- Designed smart conversation history (last 10 messages) for context
Implementation Journey
1
2 months
Discovery & Planning
Analyzed existing system, identified pain points, and designed architecture
2
6 months
Development & Integration
Built AI framework, integrated with Azure OpenAI and ServiceNow
3
3 months
Testing & Optimization
Extensive testing with pilot groups and performance optimization
4
3 months
Rollout & Adoption
Phased rollout to all 50,000 employees with training
Results & Impact
85%
Faster Response Time
Reduced average response time from minutes to seconds
72%
Higher Resolution Rate
Increased first-contact resolution dramatically
€2.8M
Annual Savings
Through automated ticket handling and reduced support costs
Key Features
Live agent transfer capability
Catalog item search and retrieval
Knowledge base integration
Direct answer generation
Legacy topic activation
Technologies Used
Azure OpenAI
ServiceNow
GPT-4o-mini
Python
REST APIs