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See how NIX implemented innovative generative AI solutions to revolutionize IT support for a leading global tech company.
Internet Services and Computer Software, Manufacturing
Data Science, Generative AI
AWS, LangChain, Anthropic Claude, Pinecone
The client is a global technology provider of consumer and enterprise hardware operating a cloud-based platform for device fleet management. Their complex enterprise ecosystem created a steep learning curve for IT Admin staff.
The client sought NIX’s expertise to design a new platform that will provide an AI-powered virtual assistant and sophisticated data visualization tools to facilitate in-depth analytics.
This innovative solution would leverage natural language processing (NLP) capabilities to enable seamless interaction via chat, allowing users to articulate their needs in a conversational manner and receive insightful, contextually relevant responses.
The NIX team’s scope included the following deliverables, utilizing generative AI:
An intelligent assistant and in-flight data visualization tools
AI-based task automation, context-aware suggestions
Capability to scale across the various vertical solutions and evolve over time
The NIX team engineered a sophisticated solution by harnessing the power of AI and integrating both system data and user feedback into a cohesive framework. This approach involved utilizing AI to translate natural language queries into executable instructions, which were subsequently validated and executed by core system services, ensuring both accuracy and efficiency.
Leveraging AWS Bedrock and Anthropic Claude models, we designed an integrated system with a user-friendly chat interface. This system enables users to gain actionable insights and trigger API actions directly through natural language interactions. To ensure smooth and efficient operation, we incorporated a robust state machine, which acts as a central coordinator, guiding the system through different stages of tasks and ensuring they are executed in the correct order.
Furthermore, NIX data scientists augmented the system’s data comprehension by integrating a retrieval-augmented generation (RAG) knowledge base. This, combined with decision and recommendation engines, bolsters intelligent decision-making capabilities. The implementation of intricate, multi-step workflows with conditional logic ensures the system’s adaptability and robustness in navigating complex, real-world scenarios.
The solution includes the following deliverables:
By leveraging generative AI for smart assistant and data visualization, the client significantly enhanced IT admin efficiency and productivity through automated problem-solving and reduced resolution times. This led to an improved user experience and increased customer satisfaction while lowering support costs. Additionally, the platform provides valuable data insights to support better decision-making and optimize resource allocation.
To ensure a long-term market lead for the solution, NIX experts provided a roadmap for the feature enhancements and new features, including device care recommendations and a feedback loop. Ultimately, this AI-powered solution for enterprise-grade device management positions the client as a leader in the industry, driving competitive advantage and market growth.
30%
reduction in average ticket resolution time
25%
improvement in device uptime
40%
reduction in support costs
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