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The Service Desk experienced a continuous increase in incident and request volumes each year.
Inconsistent Resolution Quality, different support agents often provided different resolutions for similar issues.
Knowledge Management Adoption Challenges, although the organization had thousands of knowledge articles, many were outdated, difficult to find, or rarely used.
High Mean Time to Resolution (MTTR), support teams spent significant time reviewing ticket histories, related incidents, change records, and knowledge articles before beginning troubleshooting activities.
The existing search capabilities relied primarily on keyword matching, which often failed to identify the most relevant solutions. Agents frequently spent time searching for information that already existed within the platform.
Agents manually created Incident summaries, Work notes, Resolution notes and Knowledge articles.
Limited Automation of Repetitive Activities, many support activities involved repetitive actions such as summarizing tickets, responding to common inquiries, and documenting resolutions.
Improved Agent Productivity by 35% , support agents spent less time reviewing tickets, searching for information, and documenting resolutions.
Reduced Mean Time to Resolution (MTTR) by 30%, AI-generated summaries and contextual recommendations accelerated troubleshooting activities and helped agents identify solutions more quickly.
Reduced Administrative Effort by 50% by automatic generation of ticket summaries, work notes, and resolution notes significantly reduced manual documentation activities.
Increased Knowledge Article Creation by 60% , Now Assist enabled automatic generation of draft knowledge articles from resolved incidents, resulting in a substantial increase in knowledge content.
Improved First Contact Resolution by 25%, agents had faster access to relevant information and historical solutions, allowing more issues to be resolved during the initial interaction.
Increased Self-Service Adoption by 40% , employees successfully resolved more issues through AI-powered self-service and Virtual Agent capabilities, reducing ticket volumes reaching support teams.
Improved Customer Satisfaction Scores, users received faster responses, quicker resolutions, and more consistent support experiences, leading to measurable improvements in customer satisfaction metrics.
If you want to work somewhere your effort is visible, your ideas are welcome, and your growth is a shared priority — Arohak might be exactly the right place. We're always looking for people who lead with curiosity and show up ready to build something meaningful.
