Reducing IT Support Turnaround Time with GenAI Solution

This document is a case study detailing the implementation of a GenAI-powered Large Language Model (LLM) solution to enhance the IT support operations of a global leader in medical imaging technology. The client faced significant challenges due to a high volume of daily service tickets related to imaging product issues, which often led to delays in ticket resolution and negatively impacted customer satisfaction. The case study outlines how the LLM was integrated with the client’s existing knowledge base to provide engineers with instant access to past ticket resolutions. This integration allowed for natural language queries, enabling L1 engineers to resolve issues more efficiently without escalating them to higher-level support. The document describes the improvements in response times, the reduction in escalation rates, and the overall enhancement of the customer experience resulting from the streamlined support workflow. The case study emphasizes the importance of immediate access to historical solutions in improving operational efficiency and user satisfaction.