Case Study: FTSE 100 multinational company achieves streamlined, faster service-desk support with WhosOn AI-powered operator bot

FTSE 100 Multinational Company - Customer Case Study

A global PLC with multi‑billion‑pound revenues and around 100,000 employees engaged us to streamline and speed up its service desk by developing a tech‑support chatbot capable of handling first‑line issues and improving response times.

We built a proof‑of‑concept and live operator bot by integrating WhosOn live chat with IBM Watson, using Botkit and Node.js to manage backend workflows and enable native oversight, transfers and escalations. The bot reduced repetitive tickets, freed agents from scripted, process‑driven tasks, improved customer satisfaction on long processes, accelerated follow‑up on open tickets, and led to further chatbot initiatives (client identity withheld under NDA).