Case Study - Thread | Applied Data

Project details

Timeline

November 2022 - present

Platform

AI Automation, Chatbot Integration (OpenAI, Twilio, Custom Microservice Architecture)

Applied Labs role

Providing Software Engineering Solutions and Resources

About Thread

Thread is a service collaboration platform, dedicated to improving IT service delivery efficiency and quality. It enables IT technicians to directly interact with customers using tools such as Microsoft Teams and Slack, eliminating the reliance on traditional service tickets.

Why Applied Labs

The decision to collaborate with Applied Labs was driven by their extensive experience in Product Development, Data, Microsoft Azure Infrastructure, and OpenAI integration. However, what truly set them apart was their unwavering commitment to ensuring client success. With Applied Labs, clients have the assurance of dedicated support whenever needed, enabling a seamless journey toward achieving their goals.

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Problem

IT technicians often find themselves burdened with manual and time-consuming tasks, such as logging time entries and summarizing customer interactions. These activities not only hinder their efficiency but also lead to delays in responding to service requests, creating a disconnect between customers and service desks. Administrative duties can consume valuable time that could be better spent assisting customers and solving technical challenges. This inefficiency impacts both profitability and the overall quality of service delivery.

Solution

Thread’s solution emerged from the collaboration between Thread’s seasoned experts and Applied Labs’ top-tier team of engineers and AI specialists, including PhDs in Machine Learning. Together, they forged a SaaS solution seamlessly integrating with Microsoft Teams and Slack, eliminating the need for traditional service tickets. Further enhancing the platform’s capabilities, Thread harnessed the Microsoft Azure OpenAI Service, a feature recognized by Microsoft itself in a prominent case study.

Impact

The integration of Azure OpenAI into Thread’s platform has delivered significant benefits:

Time Savings

Technicians now save over an hour per day on manual data entry, with 80% of AI-generated time entries accepted immediately.

Improved Efficiency

The automated system handles time entries within 20 minutes of completing a service request, compared to the previous 72-hour manual process.

Enhanced Communication

The AI capabilities also offer translation features, allowing IT service providers with global teams to communicate more effectively.

Increased Profitability

By reducing administrative overhead, IT service providers can focus on delivering exceptional service, directly contributing to their bottom line.

Testimonials

"We’ve been able to utilize Azure OpenAI Service to deliver immense value to our partners extremely quickly. The barrier to entry for this technology is low, and that’s why it’s so exciting."

- Mark AlAEV, Founder & CEO at Thread

“Thread’s AI functionality automates time entries for us by summarizing chats in real time. This is huge and saves us 300 hours a month.”

- Tyler Mack, Operations Manager at WBM Technologies

Outcome

The collaboration between Thread, Microsoft, and Applied Labs yielded impressive results. Within just two weeks, the combined efforts of Thread's experts and Applied Labs' data team successfully developed and deployed a new tool that harnessed the capabilities of Azure OpenAI Service to streamline IT service workflows. By automating time entries, the platform saved technicians nearly an hour per day, allowing them to allocate more time to directly assisting customers and resolving technical issues.

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Thread Case Study