Industry
Communications, Media and Information Services
Connect. Curate. Comprehend: Unlocking Value Beyond Boundaries
Highlights
- Thryv, a US-based publisher of print directories and digital marketing services provider to small and medium-sized businesses, wanted to improve productivity of helpdesk employees.
- The client was looking for an automated solution for answering company and HR-related information.
- TCS utilized Microsoft Copilot Studio's GenAI capabilities and no-code solutions to create a chatbot to deliver faster responses and enhance customer experience.
Overview
Thryv, a trailblazer in small business software solutions, embarked on a transformative journey to enhance employee productivity and operational efficiency.
The US-based company, also one of the largest publishers of print directories and digital marketing services provider for small to medium-sized businesses, was facing challenges with the helpdesk set-up. With multiple teams working independently, the helpdesk employees faced challenges in answering regular customer queries, as all the entries had to be updated manually.
TCS assisted Thryv in developing a dynamic chatbot—a digital assistant capable of instantly delivering accurate information to employees. By leveraging AI-powered conversational capabilities, the chatbot minimized repetitive helpdesk queries, reduced response times, and streamlined access to essential company information.
Thryv selected TCS as a strategic partner for their transformational journey given its extensive expertise in Microsoft Copilot Studio and the robust partnership between the two spanning years.
Challenge
Thryv wanted to improve the response time of the help-desk staff for internal queries.
The internal supporting staff of the company were highly dependent on the helpdesk or the company intranet for answers to frequent queries related to the company and HR policies. This process not only consumed valuable time but also increased the workload on the helpdesk and the HR teams. To address this, Thryv was looking for a smarter, faster, and more intuitive solution.
Solution
TCS developed a dynamic chatbot to improve the client’s employee experience.
TCS partnered with Thryv to develop a cutting-edge chatbot powered by Microsoft Copilot Studio’s GenAI, redefining how employees access the company’s intranet for searching basic information. Initially focused on addressing common HR and company-related queries, the solution evolved to include advanced functionalities:
- Document intelligence: The chatbot accesses and interprets internal documents and intranet pages, delivering precise responses instantly
- ITSM integration: Seamlessly connects to Thryv’s information technology service management (ITSM) system for creating, managing, and tracking trouble tickets
- Automated MFA resets: Simplifies multifactor authentication resets for new devices
- Live agent escalation: Provides seamless handoffs to live agents for complex issues
Solution highlights:
- Built-in copilot studio: Leveraged Copilot’s natural language capabilities for intuitive interactions
- Power platform integration: Connected with internal and third-party systems for seamless data access
- Microsoft Teams deployment: Ensured easy adoption by embedding the chatbot within Thryv’s collaboration platform
Benefits
Using Microsoft Copilot Studio’s GenAI, Thryv boosted productivity by enhancing self-services capabilities.
Some of the key business benefits are:
- Time efficiency: Employees save significant time by retrieving information instantly, bypassing manual searches through documents and intranet pages. This boosts productivity across the organization.
- Helpdesk optimization: The chatbot significantly reduces helpdesk ticket volumes for routine issues like password resets, IT status inquiries, and basic troubleshooting, enabling support teams to focus on complex, high-impact tasks.
- HR query automation: By providing instant access to policy and HR-related queries, the solution reduces dependency on HR teams, streamlining their operations and empowering employees with self-service capabilities.
- Enhanced user experience: With its intuitive, natural language interface, employees are introduced to the power of GenAI, fostering trust and familiarity with cutting-edge technology.
- Operational cost savings: Automating repetitive tasks and reducing helpdesk dependency directly lowers operational costs while improving service quality and response times.
- Scalable AI infrastructure: Thryv’s first production-grade deployment of GenAI serves as a foundation for future AI-driven innovations, setting the stage for broader AI adoption across the organization.
- Microsoft Teams integration: Placing the chatbot in Teams ensures widespread adoption, as employees routinely use the platform for communication and collaboration. This decision further integrates support services into existing workflows, minimizing friction and maximizing accessibility.
- Improved employee satisfaction: The chatbot’s ability to quickly resolve common queries empowers employees, reducing frustration and improving overall satisfaction with internal processes.
This first production-grade deployment of Microsoft Copilot Studio’s GenAI positions Thryv as a leader in operational innovation, boosting productivity and transforming employee experience.
