AI for Scalable Tech Support

Who We Are
- - About Us
    - We are Agivant
      
      Agility is a core muscle, an integral part of the fabric of a modern enterprise. Relevance is timeless, and is the only way to survive, and to thrive. Powered by cutting-edge technology solutions that enable new business models and revenue streams, we help our customers achieve their trajectory of growth.
      
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  - Why Agivant
What We Do
- - Overview
    - We seamlessly integrate AI, advanced data analytics, and secure cloud infrastructure to optimize operations, provide valuable insights, and drive informed decision-making. We specialize in developing robust software platforms that empower digital transformation and stay ahead in the evolving technological landscape.
      With a strong focus on user-centric design, we create delightful and immersive experiences for customers and employees. By offering these comprehensive solutions, we enable businesses to unlock their potential, foster innovation, and achieve success.
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  - Services
  - Solutions & Partnerships
  - Agivant’s AI Diagnostic Framework
    - We empower our clients with advanced AI capabilities through a consultative approach. Leveraging our AI Diagnostics framework and rapid prototyping expertise, we deliver tailored solutions that drive tangible business impact and accelerate digital transformation.
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  - Agivant’s POV On LLM
    - Large Language Models, like OpenAI's GPT, Gopher and LaMDA by Google, LLaMA by Meta etc. are generating interest and raising concerns. In this section, we examine their advantages, obstacles, and ethical considerations.
      
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  - How We Help Our Clients
Case Studies
Careers
- - Search

Objectives

Improve forecasting accuracy from 65% to 95+% on a $700+ million support budget outlay (spent in L1/L2 customer support).
Build an AI solution for real-time demand forecasting to optimize and transform workforce management.
Build actionable insights for financial planning, resource planning, and channel investment plannings.
Support forecasting leads to run and fine-tune forecast every cycle.

Challenges

Data quality and availability; highly manual and broken data sources.
50+ channels for support incidents.
Different forecasting algorithm across channels and geographies.
Delay in forecasting availability to different support and corporate functions.
Business value add and data science functions not in sync.

Challenges

Data quality and availability; highly manual and broken data sources.
50+ channels for support incidents.
Different forecasting algorithm across channels and geographies.
Delay in forecasting availability to different support and corporate functions.
Business value add and data science functions not in sync.

Solution

Implemented machine learning models and ensemble techniques to address seasonality, low volume behaviour, and small dataset issues for high quality forecast.

Unified data hub architected for curated data across global support tools using Azure Data Factory, Data Lake, and Azure SQL.

Daily, weekly, and monthly forecast per business need using statistical models and snapshots.

Single source of truth with refresh of actuals, budget, and generation of forecasts in sync with rhythm of business.

Cloud-hosted self-service reports and dashboards for accurate data and forecasts on a timely basis for support, operations, and finance leadership.

Technology

Azure Data Factory, Azure Databricks, Azure Data Lake, Synapse, Python, Spark, Lakehouse, Azure Purview, Message Hub, Azure Data Lake Storage Gen2, Azure Blob Storage, Event Hubs, scikit-learn, H2O

Anaplan for productivity modelling

Outcome

A 100% automated, scalable engine to deliver forecast on demand.

Improved forecasting frequency from a three-month cycle to monthly.

97.6% forecasting accuracy delivered (from 65%).

120 locales supported; 40,000+ time series supported.

35% cost reduction; NPI improved by 45%.

97% automated anomalies engine.

99.7% platform availability.

We are Agivant