Case Study: a public relations firm achieves faster support and higher user satisfaction with GAVS Technologies’ ZIF AIOps platform

PR firm Leverages GAVS’ Artificial Intelligence Operations Platform for Enhanced User Support

GAVS Technologies worked with a Public Relations (PR) firm with 6,500+ employees operating across six continents. The firm’s highly mobile workforce often connected from airports and field offices without access to IP phones, making it difficult to use a traditional service desk. With 8,000–10,000 tickets per month overwhelming a 30+ agent support team, the company faced slow triage, delayed resolution, and poor user experience.

GAVS Technologies implemented its AIOps platform Zero Incident Framework (ZIF) to create a modern, omnichannel service desk with social-media-based ticketing, real-time UX monitoring, workflow automation, NLP-based auto-triaging, and self-remediation. The solution reduced ticket volume by 40%, cut triage time by 50%, auto-triaged 90%+ of tickets, improved response and resolution times by 30%, and delivered 96% FCR. It also saved 4,200 hours of manual effort in 11 months, reduced the service desk team from 33 to 24, lowered IT costs by 30%+, and achieved a 5/5 CSAT with no DSAT.