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  5. AI Zinrai Deep Learning System enables Managed Services provider DFI to automate ticket handling, by improving productivity and quality as well

AI Zinrai Deep Learning System enables Managed Services provider DFI to automate ticket handling, by improving productivity and quality as well

"Fujitsu’s automation helped DFI show return on investment almost immediately. We can now support our customers 24/7 and the incidence of tickets going through to the wrong team has been reduced by 20%. "

Thomas Meunier, COO, DFI

DFI leveraged Fujitsu’s support to co-create the design and build an AI-based system in just six weeks.

The customer

DFI are a French IT service company that have transformed their business, moving from being a channel partner and integrator to becoming a provider of managed services.

Challenge

DFI wanted to leverage AI to reduce call centre costs and improve the customer experience of dealing with service and support. Customer queries were being routed to the wrong teams through simple human error. This was frustrating for both DFI and its customers.

Solution

The Fujitsu AI solution offers DFI the ability to exploit the vast amounts of customer preference and transaction data gathered so they can provide a better service while saving money. Automating responses via AI enabled customer service platforms minimises the burden on DFI as a business and enables them to do more with less.

Benefit

  • Customers are now supported 24/7
  • The incidence of tickets going through to the wrong team has been reduced by 20%
  • Precise predictions and insight frees up DFI staff to work on other projects

Download

CS_2019Mar_D.FI_eng_v.1 (823 KB)