Reimagining IT Ops with Agentic AI
About the Customer
A leading network and communications provider serving clients across Europe aimed to modernize Service Desk and Digital Workplace operations through hyperautomation, Agentic AI, and VoiceBot-driven support as part of its digital transformation initiatives.
Background
End-user services had no automation, resulting in MTTR cycles of 12 hours to 2 days per ticket. The customer sought an Agentic AI solution for “How-to” queries, automation of Service Desk, AD, and M365 requests, and a Voice Bot to streamline password resets and account unlocks. The goal was to create a zero-touch operational model that could deliver faster resolutions and a seamless user experience.
Solution
DigitalXC implemented a fully automated Digital Store, powered by Agentic AI and VoiceBot capabilities, to modernize IT operations. The engagement delivered automated workflows for password resets, account unlocks, AD/M365 requests, and Service Desk processes. An Agentic AI-enabled Teams Bot provided instant responses to “How-to” queries, while VoiceBot automation improved first-contact resolution—collectively driving a frictionless, zero-touch user experience.