Case Study | Global IT Outsourcing × Global Technology Company

AI-Powered Global IT Helpdesk.

60% Bot Resolution + 40% Human Expertise — AI-First IT Support Across 9 Markets.

THE SOLUTION

Proven Scalability and Efficiency Across Global Markets.

transcosmos designed an AI + Human Hybrid Model - deploying AI for high-confidence queries and skilled bilingual agents for everything that requires human judgment. The result: maximum efficiency without sacrificing quality.

AI Bot (60%)

  • High-confidence query resolution via LLM + RAG
  • Auto-resolution reducing agent workload dramatically
  • Continuous knowledge base updates for improving accuracy

Human Agents (40%)

  • Skilled L1 agents handling middle and low-confidence queries
  • Bilingual capability in English and Chinese (EN/CN)
  • AI-suggested responses refined and validated by agents

The Human Advantage

Success with AI platforms depends on people. transcosmos developed a customized training program with pre-deployment UAT certification—ensuring only fully qualified agents go live. Our stable team continuously logs interactions to improve the client's AI accuracy over time.

THE RESULTS

  • 6,500+

    tickets/month handled consistently across 9 markets

  • 60%

    bot auto-resolution

    - dramatically reducing cost per ticket

  • 9

    APAC + EU Markets

    covered by bilingual EN/CN agents

  • Strict SLAs maintained

    on quality and satisfaction

  • Continuous AI improvement

    through agent-logged interaction data

WHY IT WORKED

AI Alone Isn't Enough. Neither Is Human Alone.

The key to this operation was getting the balance right. By routing high-confidence queries to AI and complex queries to skilled human agents—with AI-suggested responses to support every interaction—transcosmos delivered a model that is both cost-efficient and consistently high-quality. The result is an IT helpdesk that gets smarter every month.

Ready to Transform Your IT Helpdesk with AI + Human Expertise?

Contact Us