1. Executive Summary
An internal service department at a multi-national telecom firm boosted its effective resource availability by 10% through the integration of AI into its existing time and attendance system. By correlating reported activities with actual tool usage, the company uncovered workflow inefficiencies and enabled supervisors to better coach their teams—especially new hires—on optimal tool use. This AI augmentation empowered smarter task routing and laid the foundation for real-time support automation.
2. Client Context
The client, a multinational telecom provider, operates large-scale internal service teams across multiple time zones. With high onboarding rates and complex tool environments, management sought to enhance visibility into how time was being spent—and more importantly, how effectively tools were being used to resolve service requests.
3. The Challenge
While the company had implemented a robust time and attendance tracking system, it lacked granularity on how advisors were spending their time and whether they were using the right tools to resolve issues efficiently. This led to:
- Delays in issue resolution, especially with junior staff
- Process bottlenecks going unnoticed
- Limited ability for supervisors to give timely, specific coaching
4. Our Approach
Intersoft deployed a phased enhancement strategy:
- Discover: Audit current toolsets and activity logs across the support environment
- Design: Develop a lightweight AI module to cross-reference logged activities with real-time system/tool usage
- Deploy: Integrate this AI component with the existing time & attendance infrastructure with minimal disruption
5. The Solution
The AI-powered extension analyzed daily logs against backend data from key support platforms (CRM, knowledge bases, ticketing systems). The solution delivered:
- Discrepancy Alerts: Surfaced mismatches between reported work and tool engagement
- Tool Usage Heatmaps: Highlighted over- and under-utilized resources
- Supervisor Dashboards: Enabled contextual coaching, showing which tools were (or weren't) used on specific tickets
6. Outcomes / Impact
- 10% Increase in Available Resources: Time previously lost to inefficiencies was reallocated to value-adding tasks.
- Faster Onboarding Ramp-Up: New hires reached tool proficiency 30% faster thanks to targeted coaching.
- Improved Workflow Visibility: Management gained actionable insights into process bottlenecks.
7. Lessons Learned / Critical Success Factors
- Contextual Insights Beat Raw Data: Real value came from showing why a task took time—not just that it did.
- Supervisor Enablement Drives Adoption: Equipping team leads with smart feedback tools ensured sustained improvement.
- Simplicity of Integration Matters: The solution was additive, not disruptive—a key factor in company-wide adoption.
8. Why Intersoft?
Intersoft’s unique capability to fuse AI with legacy systems allowed for a high-impact transformation without overhauling infrastructure. Our experience in service operations and human-in-the-loop AI made us the ideal partner for this initiative.
9. Next Steps / Looking Ahead
The client is now co-developing a proactive advisor assistant with Intersoft.
This system will:
- Recommend the correct tool and workflow in real-time based on request type
- Reduce decision fatigue and error rates for complex or rare issue types
- Enable a closed-loop learning system, improving with each interaction
10. Contact & Call to Action
Want to turn your time-tracking data into a productivity engine? Reach out to Intersoft at intersoft.nl to explore how AI can transform your internal operations.
