AI-first support transformation
An infrastructure software client partnered with West Monroe to reimagine customer support with AI at its core. With a vision for “zero-touch” service, the client launched an AI Task Force and collaborated with West Monroe to explore where Generative AI would deliver the greatest impact. Together, we analyzed more than 10,000 support tickets to map the data needed for resolution and trained machine learning models to identify the most common customer questions. This AI-driven approach led to the deployment of advanced retrieval augmented generation (RAG) strategies, reducing resolution time by 14%, accelerating documentation by 45%, and delivering $26 million in annualized cost savings.