Case Study – From Overwhelmed to Optimized: How Pentio Helped a National Telco Reduce Help Desk Overload
This national telco built and deployed a set of AI Agents to handle support inquiries from their 1000+ retail store locations across the country.
Challenge
- Support calls for hardware and application related issues were overwhelming the call center and impacting customer service and store revenue.
Solution
- Pentio developed a set of AI Agents using ServiceNow AI Agent Studio to handle the most common hardware and application related issues.
Benefits
- Employees got answers faster when AI handled the intake process, freeing help desk managers to focus on optimization instead of maintenance.
Results
