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Enhancing Customer Support Efficiency with AI-Powered Knowledge Management

Key results
20% reduction in root cause analysis time
Enhanced knowledge management and improved support engineer productivity
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Summary

ELEKS, with over 20 years of experience in support services, faced challenges in managing vast volumes of customer-submitted bug reports and issue resolutions across its support teams. ELEKS implemented an AI-powered knowledge management solution to optimize customer support operations, leveraging Microsoft Copilot Agent. This innovative tool enhances issue categorization, accelerates root cause analysis, and streamlines access to historical resolutions. By integrating with Microsoft Teams and Atlassian tools, the AI solution has improved efficiency, reducing support engineers’ time spent on root cause analysis by 20% and accelerating issue resolution. This advancement has driven increased productivity, improved knowledge retention, and laid the foundation for future AI enhancements.
Location
Global
Services used
Generative AI Software Development AI Development Data science
Industry
Information Technology
By leveraging our clients’ extensive historical data, we’ve accelerated root cause analysis. This has significantly improved the efficiency of our teams and the quality of service we provide.
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Amy Lewin
Chief Business Officer at ELEKS
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The situation

ELEKS needed to streamline support services and enhance knowledge retention across projects

ELEKS has over 20 years of experience in support services, managing Level 2 and Level 3 support teams. With thousands of customer-submitted bug reports and issue resolutions, maintaining high levels of knowledge sharing and retention became a challenge. As issues accumulated, critical information became difficult to retrieve, leading to prolonged resolution times.

Root cause analysis efficiency became particularly crucial, as the team's performance heavily relied on both engineering expertise and the ability to leverage historical knowledge effectively. The manual documentation process posed limitations on realizing the full potential of data engineering and analytics capabilities.

An AI-driven solution was needed to optimize issue categorization, enhance knowledge retrieval, and improve support engineers’ overall efficiency.

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Previously, we relied on documentation, but it had to be manually recorded, published, and reviewed. AI allows us to unlock the potential of data engineering and analytics without human initiation. It helps identify trends, manage known errors, and provide insights and enhancement suggestions for respective projects.
Artem Silin
Director of Customer Support Operations at ELEKS
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The solution

ELEKS developed a Microsoft Copilot Agent to enhance customer support efficiency

In response to the challenges, ELEKS’ R&D team developed a custom AI solution: the Microsoft Copilot Agent. This tool was integrated with Microsoft Teams, Atlassian tools, and the company’s existing knowledge base. The solution leverages normalized and vectorized data stored securely within the client's Azure cloud environment, powered by Azure OpenAI services.

The solution performs several critical functions: 

  • Smart categorization of issues based on content analysis 
  • Efficient retrieval of historical data relevant to new issues 
  • Reduction in root cause analysis time through AI-powered insights
  • Enhanced issue resolution descriptions for improved knowledge sharing
  • Data integration from various sources, including chats and CI/CD tools

By utilizing Microsoft Azure OpenAI services, the Copilot Agent responds to open-ended support queries, retrieves historical fixes, and correlates similar issues based on issue IDs and custom fields.

We chose Microsoft as our strategic partner for AI initiatives because of their commitment to the highest level of data protection. Our clients' data remains secure and is never used to train or retrain any AI models or products. By utilizing cutting-edge large language models (LLMs), we ensure that data security is never compromised.
Anton Arapetyan
Head of Partnerships NA at ELEKS
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The result

A smarter, faster, and more efficient support system that enhances productivity

This has resulted in:
  • Increased productivity and reduced routine workload
  • Improved employee satisfaction due to streamlined workflows
  • Faster and more accurate issue resolution
  • Seamless data exchange between multiple systems, minimizing content loss
Additionally, the solution has laid the groundwork for future AI advancements, including video and image recognition capabilities for further improving issue categorization and troubleshooting efficiency.

Since deploying the Microsoft Copilot Agent, ELEKS’ support engineering teams have experienced a 20% reduction in time spent searching for root causes and historical fixes, allowing them to focus on complex solution engineering.

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What our customers say

The breadth of knowledge and understanding that ELEKS has within its walls allows us to leverage that expertise to make superior deliverables for our customers. When you work with ELEKS, you are working with the top 1% of the aptitude and engineering excellence of the whole country.

sam fleming
Sam Fleming
President, Fleming-AOD

Right from the start, we really liked ELEKS’ commitment and engagement. They came to us with their best people to try to understand our context, our business idea, and developed the first prototype with us. They were very professional and very customer oriented. I think, without ELEKS it probably would not have been possible to have such a successful product in such a short period of time.

Caroline Aumeran
Caroline Aumeran
Head of Product Development, appygas

ELEKS has been involved in the development of a number of our consumer-facing websites and mobile applications that allow our customers to easily track their shipments, get the information they need as well as stay in touch with us. We’ve appreciated the level of ELEKS’ expertise, responsiveness and attention to details.

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Samer Awajan
CTO, Aramex