Challenge
An IT support model that could no longer keep pace
For years, the client's IT support organization had been working harder than it needed to.
Employees depended on disconnected systems, support teams spent valuable time resolving routine IT issues, and automation delivered inconsistent results. As demand for digital services continued to grow, the existing operating model struggled to keep pace.
The organization's chatbot reflected the broader challenge. Built on predefined questions and scripted answers, it did not consistently meet employee expectations. Adoption steadily declined, and employees found themselves searching across multiple platforms to access information and support.
The organization determined that a new approach was required. The client identified fragmented knowledge, reactive support, and an outdated operating model as barriers to efficiency – and it set out to overcome them.
Solution
Reimagining IT support with agentic AI
The company partnered with Genpact to redesign how IT support was delivered.
Together, the teams assessed existing processes, analyzed performance data, and identified opportunities to automate and simplify support. The findings highlighted two core challenges: fragmented support knowledge and processes that were too rigid to adapt to employee needs.
To address them, Genpact implemented Genpact Autonomous IT, an AI-led operating model designed to orchestrate specialized AI agents across the IT support ecosystem. ServiceNow provides the IT service management foundation, while Nexthink delivers real-time digital experience insights.
Genpact also designed and deployed an enterprise-grade agentic AI platform that gives employees a single conversational interface for accessing information across Workday, ServiceNow, and SharePoint.
A neural routing engine directs each request to the most relevant source or specialized AI agent, while advanced retrieval and reranking capabilities help ensure accurate, relevant responses. Continuous knowledge enrichment helps keep information current so employees get the answers they need when they need them.
The solution also incorporates AI-powered capabilities for knowledge retrieval, ticket summarization, agent assistance, and conversational support.
Built-in governance, security controls, and role-based access are designed to support applicable compliance requirements, while a cloud-agnostic, LLM-independent architecture gives the organization flexibility to take advantage of future innovations without rebuilding the platform.
Impact
Building a foundation for autonomous IT
The transformation delivered measurable improvements across the support organization.
Service levels improved. First-contact resolution increased. Digital employee experience scores rose. Asset turnaround accelerated, and ticket deflection reduced the volume of work that required human intervention.
Automation coverage increased from 28% to 66%, supporting the organization's goal of achieving up to 56% operating model optimization.
Just as importantly, user adoption has increased. Since launch, the agentic AI conversation platform has successfully executed more than 15,000 queries while maintaining up to 95% response accuracy and user satisfaction above 90%.
For a highly regulated pharmaceutical organization, trust was essential. The solution is designed with controls intended to support applicable privacy requirements.
Today, employees and contractors can access guidance and information through a single interface instead of navigating multiple systems and support channels. The interface helps answer questions faster and improve resolution efficiency. And support teams can focus on work that creates greater value for the business.
Most importantly, the organization has moved beyond modernizing a support desk. It has established a foundation that supports the organization's autonomous IT strategy, combining agentic AI, connected enterprise knowledge, intelligent automation, and governance into a model that can continue to learn, adapt, and scale as the business evolves.