Case Study: Finacle achieves 30% faster L3 product support turnaround with EdgeVerve Nia AIOps

Finacle - Customer Case Study

Finacle, the industry-leading digital banking solution, faced a high-volume support challenge: its L3 Product Support team managed ~2,000 tickets per month with a geographically dispersed 200+ member team processing tickets manually, which prevented effective reuse of past fixes and slowed response times. To address this, Finacle engaged EdgeVerve and adopted the Nia AIOps platform to augment its ticket management.

EdgeVerve integrated Nia AIOps to apply ML, NLP and AI for ticket classification, contextual enrichment, and top‑5 resolution recommendations, piloting with 50 engineers before rolling the solution out across the 200+ team. EdgeVerve’s implementation improved turnaround time by over 30% in some categories, reduced SME escalations, increased SLA compliance and auditability, optimized SME bandwidth, and continuously improves resolution accuracy through user feedback.

Finacle

Sudhir B

VP, Delivery Head