Summary
Key results
20% reduction in service desk operating costs
30% increase in incident-handling throughput
Manual ticket handling was driving up costs
In industrial automation, even minutes of downtime can mean multimillion-dollar losses, so reliability and rapid response are critical. The service desk received thousands of global tickets daily from employees and system users. Manual sorting and classification led to misrouting, backlogs, and delays.
Consequences included rising operational expenses and elevated risk of breaching customer SLAs. Given the scale and the need for process stability, leadership engaged Sii Poland – an enterprise integration and AI implementation partner.
AI agent–driven incident automation
The goal was to boost ticket throughput and accuracy without growing headcount. Sii delivered the project end-to-end – from architecture to rollout – using Agile and a multidisciplinary team spanning cloud, AI, and ITSM (IT Service Management) integration.
Scope included:
- AI agent in Microsoft Teams – collects employee requests conversationally
- Automatic incident categorization with AI – reduces manual errors and speeds routing
- ServiceNow integration – auto-creates tickets, assigns priorities, and routes to the right teams
- Automated resolution of repetitive incidents – embedded AI rules handle the most common issues
- Real-time monitoring and reporting – full process transparency and control over workflow
Lower costs and faster incident resolution
The solution cut costs while increasing ticket-handling capacity. It enforces SLA compliance, reduces human-error risk, and establishes a foundation for broader AI use across the enterprise. Incidents are now logged and classified automatically, and 85% of recurring issues are resolved without service desk involvement. Support teams focus on complex cases requiring expert analysis. The company regained control, speed, and visibility across global incident management.
“This project allowed us to redefine incident handling on a global scale. With Sii, we not only reduced costs but also built a foundation for intelligent, scalable support services,” said the Incident Manager.