Canada
Puerto Rico
USA
Belgium
France
UK
India
Client Background
The client is a business and employment-focused social media platform.
Client Need
The client faced challenges in efficiently monitoring the Jira application round the clock. Other challenges include:
Struggled to keep up with the constant influx of user-created tickets and meet the SLA requirements
Difficulty managing severity 1 and priority tickets
Triage process was exceeding 30 minutes
Solution
We addressed the client’s pain points with a comprehensive solution:
Intelligent Bot Monitoring: Implemented an intelligent bot capable of 24/7 monitoring of the Jira Application. This involved assigning tickets to the relevant teams, updating necessary fields, and providing acknowledgments to users
Twilio Calling Integration: Integrated Twilio’s feature using Python modules, enabling the bot to monitor Severity 1 and Priority tickets within the application within a minute
Realized Benefits
The implementation of the intelligent automation solution yielded significant outcomes:
The bot successfully triaged an impressive 28,000+ Jira tickets
Managed a portfolio of over 150 component support teams, ensuring tickets were assigned based on IST&PST timelines
Reduced ticket assignment time to less than a minute and ensured prompt user acknowledgments
Prevented missed tickets in the Jira triaging process, demonstrating the reliability and efficiency of our automation approach
Tools & Technologies
Automation Anywhere
Tesseract OCR | Python
Twilio
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