For IT technicians, logging time entries and summarizing customer interactions are critical to profitability and quality assurance but consume valuable time and resources that could be spent helping customers. These tasks can also lead to service request response delays, creating a disconnect between customers and service desks.
Thread saw an opportunity to help IT technicians better communicate with customers. Thread designed a Service Collaboration Platform that eliminated the service ticket and enabled technicians to meet customers where they already are—in Microsoft Teams and Slack. Recognizing the streamlining power of AI technologies, Thread then turned to Microsoft Azure OpenAI Service to help automate time-draining tasks, saving technicians over an hour per day in manual data entry and other administrative duties.
Within two weeks, Thread was able to develop a new tool that utilizes the large-scale generative AI models within Azure OpenAI. This tool streamlines resourcing and service request assignments, automates time entries, and allows IT service providers to focus on what matters most—delivering incredible service to their customers.
