Case Study: Large Enterprise Networking Company achieves faster case resolution and higher CSAT with CSS Corp's AI-based Early Warning System

AI-based Early Warning System Predicts Case Resolution Time, Increasing Customer Experience for a Large Enterprise Networking Company

CSS Corp worked with a large US-based enterprise networking company that manufactures wireless access points, wired switches, mobility controllers, and network management software. The customer was struggling with manually managing network operations amid rising ticket volumes, disjointed processes, low CSAT, outages, SLA compliance issues, and a lack of an integrated support ecosystem.

CSS Corp implemented an AI-powered Early Warning System and predictive support governance platform using machine learning, natural language processing, text mining, and real-time dashboards to forecast resolution times, cluster tickets by criticality, and automate case management. The solution delivered 100% ticket automation with 40% deflection, a 35% improvement in time to resolution, over 80% prediction accuracy, a 13% increase in CSAT, and a 30% boost in engineer productivity.