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Incident and knowledge management using Star Support

A next generation support application which is clever in generating knowledge from the employee's experience. It can answer support issue in an intelligent and quicker way.
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The system is capable of learning from the activities performed by the users. This streamlines the process to bring the maximum productivity from the resources.

Business Challenge

  • Support engineer takes help from another resource to solve the issues.
  • Spends more time in work searching for an exact solution for the problem which is solved already.
  • No proper record of activities performed by the support engineers.
  • Lack of knowledge sharing among support engineers.

How Avasoft Helped?

  • We built a common knowledge base to capture the activities of the support engineer.
  • Implemented an easy and intelligent way of searching a solution.
  • Supervised machine learning process keeps system to suggest exact solution for the problem.
  • Continuous machine learning process helps to remove the unused solution in knowledge base, so it reduces the resource utilization in a system.
  • Multiple engagements are maintained at the same time.
  • System can detect the vulnerability in an application which frequently makes system down.

Teck Stack

Microsoft
Casestudies_CSS3-1
Casestudies_JS
Casestudies_HTML5-1
Solr

Value Additions To Customer

  • Reduce SLA to close the tickets.
  • Creates a common knowledge base.
  • Reduces resource (support engineer) dependency
  • It helps to assess the support engineer’s efficiency by tracking all the activities performed by the support engineers with Audit.
  • Report based on business intelligence.
  • Performance evaluation and effective use of resources.
  • Hassle free managed service support.

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