Case Study: Global Technology Firm achieves $1 million in operational savings with Persistent Systems

Digital communications technology leader leverages AI to save $1 million on operations and support

Persistent Systems helped a Global Technology Firm, a global technology company serving networking, security, collaboration, applications, and cloud markets, address an overwhelming volume of technical support requests. Only a small share of customers were able to resolve issues through self-service, and siloed information made it difficult to deflect cases efficiently.

Persistent Systems implemented an AI-driven self-service and case deflection solution using Python and Elastic Search, taking a design-thinking approach and building an AI feedback loop with ensemble models across data sources. The result was an 80% reduction in operational costs, more than 150 reusable components for cost optimization, and the migration of over 3,500 applications to Azure within two years, helping the client progress toward its $2 billion Azure consumption commitment.