Tericsoft helped a Global IT Management Services Firm Build an Al-Powered Voice Service Desk for Enterprise ITSM

We Helped a Global IT Management Services Firm Build an Al-Powered Voice Service Desk for Enterprise ITSM

Timeline

2026 - Present

Country

India

12+

AI Agents

83%+

AI Resolution Rate

24/7

AI Service Desk Availability

client’s Mission

Bring Real Al Into the Service Desk, Not a Chatbot Wrapper

Our client is a global digital engineering and IT managed services firm providing enterprise service desk and infrastructure operations. They partnered with Tericsoft to build an AI-powered service desk combining intelligent automation, multi-agent workflows, and enterprise ITSM integration.

challenge 1

High-Volume L1 Support Trapped in Manual Ticket Logging

Support engineers relied on manual ticket logging, spending valuable time collecting user details and creating incidents instead of resolving them. Repetitive requests reduced service desk efficiency, slowed response times, and limited the team's ability to scale support.

challenge 2

Resolution Knowledge Scattered Across Closed Tickets and Documents

Resolution knowledge remained scattered across closed tickets, SOPs, and documents, making issue resolution slow and inconsistent. Engineers repeatedly solved similar problems from scratch, reducing efficiency and limiting knowledge sharing across the service desk.

challenge 3

A Homegrown ITSM With No Intelligence or Automation Layer

The homegrown ITSM platform lacked AI-driven recommendations, intelligent automation, and advanced analytics, limiting operational efficiency and making intelligent support difficult to deliver.

tericsoft x the client

Tericsoft Built an Advanced AI-Powered Service Desk for Enterprise ITSM Operations

solution 1

Voice-First Ticket Intake With Built-In Identity Verification

An AI VoiceBot automated ticket intake, caller verification, and incident creation. Support teams received complete tickets instantly, reducing manual effort while integrating seamlessly with enterprise and custom ITSM platforms.

solution 2

A Self-Learning Knowledge Engine Built on the Customer's Own Ticket History.

An AI-powered knowledge engine transformed historical tickets into searchable intelligence. Verified resolutions continuously enriched the knowledge base, giving support engineers more accurate recommendations and improving resolution quality over time.

solution 3

Multiple AI Agents Working the Same Ticket in Real Time

A multi-agent AI architecture resolved tickets in real time while validating security, compliance, and execution, improving response speed without compromising control.

IT Firm's Solution 3: Multiple Al Agents Working the Same Ticket in Real Time

SUCCESS STORY

83%+ First-Line Resolution by AI

The AI service desk autonomously resolved over 83% of incidents, allowing engineers to focus on complex exceptions while improving response speed and efficiency.

Impact Created Through the AI Service Desk

70%+

AI resolved tickets in under 10 minutes, with human intervention only when required.

99.5%

AI maintained SLA commitments by reducing queues and accelerating ticket resolution.

90%+

AI resolved tickets in 5–10 minutes, with seamless human escalation when required.

Our Impact:

Turning Visions To Reality

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