Enterprise AI-Powered Digital Service Transformation
- Customer
- LTM
- Project manager on the customer side
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- Year of project completion
- 2026
- Project timeline
- february, 2026 — october, 2026
- Project scope
- 600 man-hours
- Goals
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Transform employee support by embedding AI into high-volume email and voice channels. The programme aims to automate eligible Global Service Desk requests end to end, improve response and resolution speed, provide always-available conversational support, standardise service quality and release engineers from repetitive work. It also establishes a governed, reusable AI service framework that can be extended to additional enterprise support processes while improving employee experience and operational scalability.
- Project Results
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The programme reduces repetitive manual handling, improves responsiveness and expands support capacity without equivalent growth in staffing. Email automation currently resolves 90%+ of eligible GSD mailbox requests end to end. Voice metrics such as interaction volumes, containment, first-contact resolution, handling-time reduction, employee satisfaction and cost benefit must be added after internal validation. The longer-term value is a scalable AI operating model that can be reused across additional enterprise support domains.
The uniqueness of the project
The project combines two distinct AI solutions under one enterprise service transformation: AI-led email fulfilment and conversational voice support. Unlike a conventional chatbot, the model is designed around completed service outcomes. It interprets intent, uses enterprise knowledge, initiates workflows and resolves eligible requests, while routing complex or low-confidence cases to engineers. Its human-plus-AI operating model, multi-channel reach, integration with live service processes and feedback-led improvement create a reusable enterprise capability rather than an isolated automation. The approach has already enabled more than 90% of eligible Global Service Desk mailbox requests to be resolved end to end.
- Used software
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ServiceNow; enterprise knowledge sources; AI Email Automation; Voicing.AI; workflow and integration services.
- Difficulty of implementation
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Complexity arose from deploying AI within live, business-critical support channels rather than as a stand-alone interface. The programme had to align natural-language understanding, enterprise knowledge, workflow execution, service-management integration, access controls, governance and exception handling. Email and voice required different interaction models but a consistent employee experience and operating framework. The team also had to establish confidence thresholds, human escalation, knowledge-quality controls and feedback loops so that automation could scale without compromising service reliability. Adoption depended on coordinating service desk operations, platform teams, AI specialists, process owners and governance stakeholders.
- Project Description
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Enterprise IT reimagined employee support across the Global Service Desk email queue and voice contact centre. AI Email Automation classifies requests, understands intent, retrieves approved context and knowledge, and triggers service workflows to resolve eligible mailbox requests end to end. Voicing.AI provides natural-language voice support and connects interactions to enterprise fulfilment processes. The implementation followed a use-case-led approach: prioritize repetitive and high-volume demand, establish security and governance controls, integrate with service-management workflows and knowledge sources, retain human oversight for exceptions, and improve outcomes through operational feedback and analytics.
- Project geography
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Enterprise wide and across the globe.