CMS IT Services implemented an AI-powered help desk automation solution for one of the largest telecom service providers in the country, serving over 140 million subscribers with 23,000 employees. The existing manually driven service desk, staffed by over 60 personnel, faced challenges like inefficient ticketing, high email volumes, delayed resolutions, and communication barriers. CMS IT deployed Senseforth.ai chatbot technology to automate ticketing, reduce manual interactions, and streamline issue resolution. This led to improved efficiency, faster ticket handling, reduced call abandonment, and significant cost savings, transforming the service desk into a more responsive and scalable operation.

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