AI Delivers Instant IT Support for Hypergrowth Delivery Tech

Discover how a leading global delivery platform leveraged generative AI to provide seamless, multilingual IT support at scale for 95,000+ employees worldwide.

Objective

• Setup automation for over 30 Jira service desks 
• Serve over 95,000 members across the organization and its subsidiaries
• Train on historical JSM tickets and Confluence articles
• Identify gaps in knowledge assets and and make recommendations
• Deliver instant human-like responses to customer queries based on training data 
• Show citations and relevance scores used to generate the answer 
• Access to instant answers from anywhere in Slack 
• Improve data quality of existing tickets and and other knowledge sources 
• Mask all PII, confidential and sensitive data from all knowledge sources 
• Automatically triage incoming requests and create relevant Jira tickets 
• Continuously track performance and identify areas for improvement

Challenge

Operating in over 70 countries worldwide, a leading local delivery platform company is one of Europe's largest tech platforms, with over 90,000 members in their Slack workspace. Their mission is to deliver an amazing experience, fast, easy, and to your door.

However, as a rapidly growing tech giant, they faced significant challenges in providing efficient and scalable IT support operations. The traditional manual approach was no longer sustainable, leading to overwhelming support volume with thousands of requests flooding public Slack channels and private DMs daily, causing lengthy response delays and frustrating employees.

Each geographical location had its own unique knowledge base and process requirements, making it extremely difficult for support staff to effectively access and apply this distributed knowledge. A substantial portion of incoming queries had been addressed previously with solutions residing in knowledge bases, but identifying and providing these existing resolutions manually was highly inefficient.

Manually tracking, categorizing, and reporting on support queries made it nearly impossible to derive valuable operational insights to guide improvements. With an ever-increasing worldwide staff, the current labor-intensive support model could not scale in a cost-effective manner, risking plummeting response times as the company expanded.

These mounting inefficiencies severely impacted IT support operations, leading to diminished employee satisfaction, while the existing processes were simply unsustainable and unscalable for a tech leader of their size and growth trajectory.

Approach

To accommodate its globally distributed workforce's diverse needs, the company sought a helpdesk automation solution that could bridge regional and departmental silos. The company partnered with Enjo, leveraging their generative AI platform to provide human-like support by securely integrating with existing knowledge repositories, ticketing systems, and communication channels. 

A strategic three-month proof of concept (PoC) kicked off the implementation, initially focusing on their core European team. Enjo's customer success team collaborated closely to gain a comprehensive understanding of the company's unique scenarios, workflows, and use cases across subsidiaries.

They conducted an in-depth analysis of historical helpdesk data to identify knowledge gaps, request patterns, and specific automation requirements for each team. Enjo then established secure connectivity with their on-premise systems including their Confluence knowledge base and Jira ticketing instances, configuring secure data connectors in consultations with their security teams. 

For every helpdesk, a dedicated Enjo AI copilot was configured, connecting to the relevant knowledge sources, Slack channels, and Jira projects. Enjo's AI models were tailored to each team's personality and needs. With Enjo integrated into Slack, employees could input requests in their preferred language and receive instant, contextually personalized resolutions without navigating knowledge bases or engaging live agents. Enjo also seamlessly created relevant Jira tickets based on request intent, facilitating automated tracking and routing of inquiries directly from Slack. 

Robust testing, customization, and feedback loops accompanied each rollout phase, ensuring a successful transition for their global teams. Stringent data security protocols safeguarded all sensitive information across knowledge sources and generated responses.