In transitioning from a basic ITSM Helpdesk to an advanced Service Desk that integrated Generative AI, our Proof of Concept demonstrated a remarkable 30% boost in IT productivity, with enhanced security measures and improved resource allocation.
Our client, an Insurance Company, is a leading and reputable company dedicated to providing comprehensive and tailored insurance solutions to individuals, families, and businesses.
Challenge
The client initially implemented a basic IT Service Management (ITSM) Helpdesk solution to address challenges in managing service requests. Once the initial ITSM Helpdesk solution was solidified and in effect, the team recognized the need to evolve and elevate their IT service capabilities further.
Solution
With a commitment to continuous improvement, the team challenged the status quo and started to explore innovative technologies that could take their ITSM Helpdesk to the next level. This led to the introduction of Generative AI into their ITSM framework. This decision aimed to increase issue resolution efficiency, implement a smart search for the knowledge base, and enhance self-service capabilities for employees.
Orion took on the challenge of revolutionizing ITSM by implementing a powerful proof of concept centered on Generative AI.
The first solution involved creating a sophisticated Generative AI-based Semantic Search, revolutionizing the ITSM knowledge base. This semantic search capability enabled rapid and precise analysis of IT issues, significantly boosting the efficiency of issue resolution.
The second solution introduced a Self-Service Chatbot, providing employees with the autonomy to independently resolve issues. This innovative chatbot not only enhanced the overall user experience but also played a pivotal role in reducing the workload on the IT support team, demonstrating Orion’s commitment to empowering users and streamlining IT support processes.
Impact
The GenAI proof of concept demonstrated substantial benefits for the client, marking a significant transformation in their ITSM process. The impact was multi-faceted:
Productivity Boost:
- Improved Service Levels with an advanced Service Desk that included better knowledge base, the right training for ServiceDesk agents etc
- Potential 30% boost in productivity from GenAI.
Security Measures:
- Given the nature of Generative AI, security was critical. Orion implemented robust security measures to ensure the integrity of the system. This included data masking, role-based access control, and comprehensive monitoring and auditing practices.
Risk Mitigation:
- To address potential risks associated with Generative AI, Orion proactively implemented security practices. This encompassed measures to mitigate the risks of data breaches, model bias, and hallucination, ensuring a secure and reliable ITSM solution.
The collaboration with Orion not only effectively addressed the immediate challenges in the client’s ITSM landscape but also unveiled transformative possibilities.
