Discover how Evalueserve, a global leader in data analytics and professional services, elevated its IT operations with SymphonyAI’s AI-powered Digital Agent and intelligent automation tools.
Faced with rising ticket volumes, compliance complexities, and distributed teams across regions like the U.S., Europe, and China, Evalueserve needed a smarter way to deliver IT support. With SymphonyAI, they introduced:
- Digital self-service support integrated with Teams for instant, on-the-go assistance
- Automated ticketing and access management tied to location-specific policies
- Smart knowledge base articles to resolve user issues without IT intervention
- End-to-end asset visibility and license compliance tracking
- Audit-ready infrastructure aligned with OEM agreements
These capabilities have not only reduced incident volumes but also empowered employees, improved SLA performance, and enhanced compliance with global regulations.
Watch the video to see how SymphonyAI is enabling Evalueserve to deliver faster, smarter, and more compliant IT services worldwide.
Video transcript
“We have been efficiently utilizing a digital agent within our Evalueserve environment, integrating it with Teams so users can raise queries on the fly—especially while traveling. This digital agent provides quick responses, assists users in raising incidents or service requests, and helps resolve issues by referencing keywords entered into the system. It also suggests relevant knowledge base articles to enable users to resolve issues at the first step. Only if they are unable to do so is an incident formally raised.
This approach has significantly improved the user experience. People have become more self-sufficient in resolving issues, and we’ve seen an increase in digital proficiency—from nearly zero to about 10–20%. Many users now handle their issues independently through the digital agent, reducing both incident volume and response time.
Before adopting SymphonyAI, we relied heavily on legacy systems and manual processes. Now, we’ve automated several workflows. For example, when an application is installed, an automated service request is triggered for access revocation. The appropriate team is automatically assigned to handle the task, and access is revoked as necessary. This has helped ensure compliance with the requirements of specific OEMs and applications.
This automation also allows us to monitor license usage more effectively. Each application has a limited number of licenses, and by revoking access in a timely manner—based on usage or end dates—we remain compliant with vendor agreements.
We’ve also implemented automation in ticket assignment—ensuring requests are routed to the appropriate teams or locations. Some applications or access types are location-specific. For instance, users in China face internet restrictions. To address this, we created service catalog entries and workflows tailored to their needs.
We also developed a compliance form specific to China’s government regulations. Users fill out this form through SymphonyAI; it’s automatically routed to the compliance team for review. This has streamlined approval processes and ensured we meet local regulatory requirements.
SymphonyAI has played a key role in shifting us from manual responses to a more automated, intelligent support system. Previously, L1 support relied on team members manually responding to queries. Now, with the digital agent, all incidents and service catalog items are integrated. When a user raises a query, the system first presents a relevant knowledge base article—enabling users to self-resolve their issues. Only unresolved cases are escalated.
This shift has effectively eliminated the L1 support step. The KB articles are written in user-friendly language, enabling even non-technical users to understand and resolve problems. Our teams—especially those in Europe and the US who are often on the move for sales or meetings—now have 24/7 access to assistance through the digital agent.
While users still appreciate the human touch, this solution offers always-available support. In today’s world, empathy is more critical than sympathy, and the digital agent brings that empathetic presence to our users globally.
Regarding asset management, our legacy tool lacked full compliance with client and audit requirements. By adopting IT asset management via SymphonyAI, we deployed agents across machines to scan and monitor hardware configurations and software compliance.
This setup allows us to track the number of licenses procured from OEMs and ensure we remain compliant. If we are at risk of breaching license agreements, we can take preemptive action. The new system helps maintain alignment with all OEM terms.
Additionally, asset management has enabled us to track machines even for users outside the Evalueserve domain—such as sales or client-facing executives. When non-compliant systems are detected, we can push required applications to bring them into compliance with Evalueserve policies. This has been instrumental in helping us meet compliance deadlines and audit requirements.”