Aurora - Employee Support with Gen AI Powered Helpdesk Automation

Transforming Helpdesk Efficiency: A Self-Driving Success Story of Aurora

Objective

• To provide the helpdesk automation solution as per the company’s custom use cases

• To ensure better employee experience and reduction in average ticket resolution time.

• To use the existing knowledge efficiently from various sources including past conversations.

• To provide detailed insights.

Challenge

Aurora is in the space of self-driving cars working with industry leaders across the transportation ecosystem. Based in the US, it builds drivers for self-driving systems designed to operate multiple vehicle types, from freight-hauling trucks to ride-hailing passenger vehicles. The company is committed to leveraging cutting-edge technologies and prioritizes staying at the forefront of technological advancements. It is dedicated to providing employees with a seamless and efficient support experience, emphasizing prompt issue resolution and hassle-free support services.

The company receives employee requests in the Slack channels, they have custom workflows to respond and create the tickets on these requests. They have tried using a few helpdesk solutions to do the helpdesk automation but found them not customisable as needed for their workflow and lacking customer support. Processing the internal requests manually by an agent is not an option as it will be very slow and inefficient and impact the overall experience of the employees.

As the helpdesk automation relies on knowledge base responses, it necessitates vendors and partners to comply with stringent security protocols. This adherence to security standards adds complexity to the process of finding the optimal solution.
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Approach

Recognizing the importance of leveraging cutting-edge technologies, the company opted for Gen AI-powered helpdesk automation. They understood that delivering responses akin to human interaction not only reduces ticket creation but also enhances user satisfaction. Additionally, it streamlines the process by eliminating the need for repetitive responses and extensive copy-pasting by agents.

After concluding a thorough security evaluation, the company engaged in 3 months of POC. Troopr’s dedicated customer success team made sure the Enjo is fulfilling all the use cases and any games found in the functionality were taken care of. Troopr’s team also worked with the company to prepare a detailed rollout plan during this period.

The rollout was executed swiftly across numerous teams, employing approximately a hundred Slack channels for request submission, response handling, and triaging. Multiple copilots were tailored to address diverse use cases. Leveraging the customizability of emoji actions enhanced the setup, delivering a tailored experience for both admins and agents. The entire process, encompassing knowledge base indexing from various sources and configuring ticketing behaviors, was successfully completed within a span of two weeks.

Employee adoption of Enjo has been exceptional, with nearly 100% of requests directed to the platform. The deflection rate, measuring the percentage of times Enjo provided helpful answers, stands at an impressive 63%. Furthermore, there has been a significant reduction in average ticket resolution time, leading to record-high customer satisfaction ratings.