Case Study: a leading South African financial institution achieves faster IT support and 24/7 employee service with ITC Infotech's Virtual Agent

a leading south african financial institution reduces routine IT requests by 35% with ITC Infotech

A leading South African financial institution faced challenges with overwhelming volumes of routine IT requests, limited support availability during business hours, and inconsistent service levels that impacted user satisfaction. ITC Infotech was engaged to implement a scalable, AI-powered support solution to address these issues.

ITC Infotech configured and deployed a Virtual Agent integrated with RPA and management platforms to handle over 60 use cases. This solution automated 35% of routine requests, which reduced the average response time by 50% and provided 24/7 support. The results for the customer included a reduced IT workload, consistent service quality, and significantly improved employee satisfaction and productivity.