Case Study: a large internal helpdesk company reduces helpdesk costs and improves service levels with Warwick Analytics PrediCX

Using PrediCX to reduce Helpdesk Costs while Improving Service Levels

The customer, a large internal helpdesk company, faced the challenge of managing a high volume of support tickets (approximately 30,000 per year) while striving to reduce operational costs and maintain high service levels. Manual classification of tickets was inconsistent and failed to uncover the deeper root causes of recurring issues, leading to emergency resource spikes and lost productivity.

Warwick Analytics implemented its PrediCX automated machine learning platform on the company's ServiceNow data. The solution provided accurate, concept-based analysis of unstructured ticket text, delivering early warnings of issues and identifying root causes. As a result, Warwick Analytics identified that 25% of tickets could be deflected and 29% could be automated, estimating potential savings of around one-third of the total helpdesk costs.