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The AI Mandate
The manufacturer faced delays in field issue resolution due to fragmented ticketing, repetitive queries, and manual escalation processes. They needed an AI-driven system to provide instant support, prioritize critical incidents, and reduce resolution time, enabling field teams to operate efficiently.
ThoughtMinds implemented an AI-Powered Helpdesk, Xolve that automated ticket triaging, provided instant query responses, and leveraged predictive insights for critical issues. The solution empowered field teams with faster support, reduced manual workload for IT, and improved service-level adherence across global operations.
Solution
Xolve, the AI Helpdesk integrates seamlessly with existing ITSM tools, using NLP to understand and classify queries. It automates repetitive tasks, escalates high-priority tickets intelligently, and offers predictive recommendations for common field problems. Field teams can now get instant guidance, reducing downtime and improving operational efficiency.
Key Elements of the Solution
- AI-driven Ticket Triaging
- Instant Query Resolution
- Predictive Escalation Insights
- Integration With ITSM Systems
- Knowledge Base Automation
- Real-time Performance Analytics
About the Solution
ThoughtMinds’ Xolve, the AI-Powered Helpdesk transformed the manufacturer’s field operations. By automating ticket triaging, providing instant responses, and predicting high-priority issues, the solution significantly reduced downtime and improved operational efficiency. Integration with existing ITSM systems ensured a seamless workflow, while AI-driven analytics offered actionable insights for continuous improvement. Field teams now experience faster support, IT staff are freed from repetitive tasks, and overall service-level performance has improved across global operations, demonstrating measurable impact on productivity and customer satisfaction.
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Impact
The AI-Powered Helpdesk transformed global field operations by reducing issue resolution time, minimizing downtime, and freeing IT teams from repetitive tasks. The manufacturer achieved higher productivity, improved SLA adherence, and delivered faster, smarter service across its global workforce.
40%
faster ticket resolution across global field operations
35%
reduction in IT workload through automated query handling
3X
boost in SLA compliance, driving consistent global service
This initiative not only met the client’s immediate needs but also created a future-ready AI foundation for scaling across new use cases.
Partnering with ThoughtMinds has been a game-changer. The AI Helpdesk not only accelerated our field support but also empowered our teams with smarter insights, reducing downtime and enhancing customer confidence in our services.
Head of Global IT Operations
Contact Our Team
Our dynamic team powers this AI project, bringing unmatched skill, dedication, and innovation to deliver excellence at every stage.
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Success Stories
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