Client
Our client is a multinational company operating in the health information technology and clinical research industry with a revenue exceeding $10+ billion. With a widespread presence and a workforce of over 86000+ employees, they are a global leader in providing advanced analytics, technology solutions, and clinical research services to the life sciences sector
$10+ Billion in revenue
Challenge
Business Challenges
Our client’s business was rapidly growing, and industry-wide cost pressures were mounting up. They faced critical operational challenges. On recognition of the pain point, a relentless pursuit of innovation unearthed gaps and complexities in their Enterprise IT, which AI could solve.
They saw an escalation in IT support requests across different regions, each with its unique intricacies. Lengthy development cycles and resource-intensive manual testing practices were also bottlenecks dragging down multiple practice teams.
The organization grappled with the imperative to respond to business growth while maintaining its business standards.
These challenges sparked an interest in a strategic journey – A clear vision to leverage Intelligent Automation and Generative AI to transform its Enterprise IT, reduce costs, and improve productivity.
Challenges for Gen AI Adoption
While generative AI holds immense promise for businesses, the wide-spanning operations of multi-national corporations bring additional challenges. Acquiring, maintaining, and curating vast amounts of quality data is often a resource-intensive task.
Additionally, the need for specialized expertise in AI and ML can be a roadblock for organizations to scale Generative AI solutions across multiple business units.
Some of the other challenges included:
- Gathering large amounts of quality data for training custom AI models
- Protecting data and complying with data privacy regulations
- Mitigation of bias and hallucinations in AI models
- Addressing ethical concerns surrounding AI-generated content
The IT landscape spanned 20+ applications, with over 200 FTEs supporting 35000+ employees across
Solution
The Hexaware Solution
Our client needed an accurate assessment of its current IT processes and partnered with Hexaware to embark on a programmatic approach to embedding generative AI in its systems and processes.
Evaluating IT Ecosystem for Gen AI Integration
Hexaware’s Decode AI/Encode AI framework helped in rapidly identifying and validating generative AI use cases through feasibility assessments and delivering scalable solutions that work seamlessly with the client’s current enterprise architecture.
The adoption was further accelerated by leveraging Tensai®, Hexaware’s GenAI-powered platform, to help alleviate data privacy concerns and enable autonomous testing.
Hexaware’s consulting team built a pipeline of 12 validated use cases in 6 weeks
Gen AI-Powered Self-service IT Support
Hexaware delivered a transformative self-service support solution leveraging GenAI to harness the client’s existing knowledge base. The solution provides swift and precise responses to employee queries and ensures lightning-fast resolution in natural language. Additionally, there has been a 15% reduction in ticket volume which has freed agents to work on higher-complexity scenarios.
Hexaware’s self-service support solution resulted in a 15% reduction in support ticket volume, freeing up agent bandwidth for higher complexity support.
Benefits
- Reduction in support tickets
- Self-service support tool helped reduce ticket volume by 15%.
- Consistency and support quality
- Improved consistency in resolutions and overall support quality.
- 24/7 availability
- Offers 24/7 assistance ensuring support is always accessible.
- Speed to Market
- 60% faster launch of new features for enterprise applications.
- Developer productivity and code quality
- Significant improvement in developer productivity and adherence to best practices.
- Test scenario coverage
- 100% coverage for test scenarios with 90% reduction in effort.
- Test design and data creation
- 30-50X productivity gains for manual test designs and 5X productivity gains in test data preparation.
