Case Study: UST Global improves employee experience and IT automation with Microsoft Bot Framework

UST Global takes a Bot Journey

UST Global, a provider of end-to-end IT services with over 16,000 employees, faced challenges in providing administrative support and information access to its large, geographically scattered workforce. Employees struggled to find the right contacts for queries or to navigate internal applications, which reduced efficiency and strained support staff. To resolve this, UST Global sought a solution and identified the Microsoft Bot Framework as a potential tool to improve the employee experience.

Microsoft, through its Bot Framework, provided the platform for UST to develop intelligent chatbots. The solution integrated with systems like SharePoint Online and Active Directory to allow employees to get information and perform tasks, like account unlocks, directly through a chat interface. As a result, over 50% of UST's employees now regularly use the bots, significantly streamlining internal operations and paving the way for further automation in IT support and other services.

UST Global

Sunil Kanchi

CIO