Case Study: Major Professional Services Company improves helpdesk FCR with Unsupervised

Unsupervised Improves Internal Helpdesk Bot Experience for Fortune 100 Company

Major Professional Services Company, a Fortune 100 enterprise with more than 100,000 employees, wanted to reduce internal help desk volume and improve first-call resolution (FCR) across its call centers and chatbot channels. Over time, its routing rules and chatbot configurations had become outdated as employee needs changed, creating inefficiencies in how issues were handled.

Unsupervised analyzed the company’s call center, chatbot, and ServiceNow data to surface hidden patterns and improve routing decisions. The solution revealed that newer agents handled high-priority cases better than tenured reps, uncovered login issues that were being underreported in ticket fields, and showed that international Tier 1 teams had higher-than-expected FCR for chat and email. These insights enabled the company to re-route P1-P3 issues, refine chatbot intents, and expand use of international resources to lower costs and improve employee support.