The client is a leading IT solutions provider specializing in travel distribution services through advanced software. As a major Global Distribution System (GDS), the company facilitates seamless search, pricing, booking, ticketing, and reservation management for airlines, hotels, car rentals, rail, cruises, and travel agencies.
The client aimed to enhance system stability amid operational challenges affecting incident resolution and performance, key issues included:
- Limited visibility into previously resolved tickets and applied solutions led to delayed troubleshooting efforts.
- Heavy reliance on manual searches across Rally tickets resulted in significant time and productivity losses for engineers.
- Lack of automation and consistency in identifying recurring production issues within bundled booking systems.
- Fragmented knowledge across teams, limited faster resolution, root-cause analysis, and proactive issue prevention.
The solutions focused on modernizing the client’s support landscape using Generative AI capabilities and an enterprise-grade architecture.
- Our team established a comprehensive knowledge base with data loading and governance principles, to ensure information accessibility for chatbot integration.
- We developed a production-grade, AI-powered L3 chatbot to improve the support team’s turnaround time using the existing Rally tickets as a knowledge source.
- Our experts enabled Single Sign-On (SSO) and built a conversational support experience with a third-party connector to secure authentication and unify access across the system.
- We deployed the solution within the client’s environment using a robust, scalable architecture to meet performance, security, and operational reliability requirements.
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