Canada
Puerto Rico
USA
Belgium
France
UK
India
Client Background
As a global business and employment-focused social media platform, this client serves over 600 million customers in 170 countries through a website and mobile app.
Client Need
To enhance efficiency and streamline operations, the client requested:
A solution for 24/7 monitoring of the Jira Application to handle the constant influx of user-created tickets while meeting SLA requirements
Improved triage of Severity 1 and Priority Tickets, as acknowledgment times averaged over 30 minutes, slowing resolution
Solution
To address the client’s challenges, we implemented a tailored automation solution that includes:
Intelligent Bot Monitoring: Developed and deployed a bot to monitor the Jira application around the clock. The bot automated the triage process, including ticket assignment to appropriate teams, field updates, and immediate acknowledgment to users upon ticket creation.
Twilio Calling Integration: Leveraged Python modules to integrate Twilio’s calling features, allowing the bot to monitor severity 1 and priority tickets and initiate phone calls to notify relevant support team members. The bot performs these tasks in under a minute, compared to the 10 minutes it would take a human.
Realized Benefits
The implementation of the intelligent automation solution yielded significant results, including:
Triaged over 28,000 Jira tickets with enhanced accuracy and efficiency
Managed 150+ component support teams, ensuring seamless ticket assignment based on IST and PST timelines
Reduced ticket assignment time to less than a minute, significantly improving SLA adherence
Eliminated missed tickets, including Severity 1 cases, ensuring a flawless triage process and enhanced reliability
Tools & Technologies
Automation Anywhere
Tesseract OCR | Python
Twilio
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