Case Study: a global energy and commodities merchant firm achieves faster self-service support with ITC Infotech and Now Assist

US Commodities Giant streamlines support with ITC Infotech

The customer, a US commodities giant, faced operational inefficiencies and delays due to manual handling of incidents and service requests. This led to increased costs and frustration for both employees and customers. ITC Infotech was engaged to address these challenges using their Now Assist and Gen AI capabilities.

ITC Infotech implemented its solution by configuring out-of-box Gen AI use cases for knowledge, chat, and case summarization. This streamlined workflows and empowered users with self-service options, reducing manual intervention. The results included enhanced customer satisfaction through quicker problem resolution and improved agent job satisfaction as they could focus on more complex cases. ITC Infotech delivered a future-ready, intelligent support system for the client.