A leading U.S.-based global manufacturer of industrial equipment trusted Qinfinite to transform and modernize its IT support experience – delivering seamless, intelligent support across its worldwide operations.
Managing a complex enterprise IT environment—including SAP, Oracle, SharePoint, and ServiceNow—the company struggled with fragmented support workflows, high ticket volumes, and inconsistent user experiences.
To address these challenges, the organization deployed Qinfinite’s Conversational AI and Virtual Agent (VA) framework to deliver intelligent, proactive, and autonomous support that integrated seamlessly into Microsoft Teams, Slack, WhatsApp, and email. This resulted in:
The enterprise aimed to move beyond static service desks and reduce support load by enabling context-aware, channel-native IT support that could resolve issues without human intervention. The transformation was driven by Qinfinite’s AI-powered VA solution, which now acts as the first line of support across communication channels—automating resolution, providing intelligent guidance, and only escalating when necessary.
Qinfinite was integrated within the following core systems:
System | Purpose |
ServiceNow ITSM | Ticket creation, routing, and execution of support workflows |
SAP & Oracle | Auto-discovery and real-time health checks of enterprise applications |
SharePoint | Knowledge repository access for user queries |
Azure Active Directory | User identity, role, and department mapping for personalized support |
Users interact with the VA across Teams, Slack, or email. Qinfinite maintains the conversation context, even across channel switches or interruptions.
When escalation is required, Qinfinite hands off the interaction to a live agent—transferring all session data, inferred context, and suggested actions to ensure continuity and minimal repeat effort.
Each session ends with a feedback prompt, enabling continuous improvement of NLU models and detection of knowledge gaps or escalation patterns.
The VA proactively engages users when:
This has helped shift the support model from reactive to preemptive.
Qinfinite can trigger workflows like ticket creation, log retrieval, and account resets—but more importantly, it often prevents ticket creation entirely.
For example:
A user says, “I can’t log in.”
The VA automatically checks login status via Active Directory and SAP/Oracle access logs.
If the account is active, it replies with details and so ticket is avoided
This “zero-touch resolution” capability has significantly reduced L1 ticket volume.
With an integrated open-source STT engine, Qinfinite supports:
Unlike traditional chatbots or domain-agnostic AI assistants, Qinfinite’s VA is:
Following the deployment of Qinfinite’s Conversational AI and Virtual Agent, the manufacturing enterprise observed measurable improvements across several key IT support KPIs within the first 120 days:
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