Case Study: India-Based IT Support Service Platform Provider achieves faster incident resolution with SoftServe chatbot automation

Chatbot Automation for India-Based IT Support Service Platform Provider

SoftServe worked with an India-Based IT Support Service Platform Provider that offers IT support and monitoring services for small to medium businesses in the US. The customer needed to speed up ticket triage and assignment to meet service-level agreements, while also handling requests that did not require direct engineer involvement.

SoftServe implemented a chatbot solution built with Google DialogFlow, integrated with the client’s issue-tracking and automation tools, and supported by a Telegram-based interface that could hand off to a support operator when needed. The solution categorizes issues with 80% accuracy, is estimated to improve incident resolution times by 20%, and can initially resolve about 10% of cases without support engineer involvement, with more automation expected over time.