Overview
Applied Data partnered with Thread, a company that designs Service Collaboration Platforms for IT service providers, to integrate Azure OpenAI capabilities into their SaaS product. This collaboration led to the creation of a tool that was acknowledged by Microsoft in a blog post on their Customer Stories section.
Recognition
Microsoft highlighted this successful integration in a blog post, underscoring the innovative use of Azure OpenAI to improve IT service management. The recognition by Microsoft validates the transformative impact of our collaboration with Thread.
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The Challenge
IT technicians often spend substantial time logging time entries and summarizing customer interactions, leading to delays and inefficiencies. Thread wanted to automate these tasks to save technicians’ time, improve service delivery, and increase profitability.
Background
Thread, a small yet innovative company in the professional services industry, identified a significant opportunity to enhance IT service efficiency by leveraging AI. Their Service Collaboration Platform, integrated with Microsoft Teams and Slack, already provided a streamlined approach to managing service tickets. However, they sought to further reduce administrative burdens on IT technicians, allowing them to focus more on customer service.
Our Approach
Applied Data collaborated closely with Thread to integrate Azure OpenAI into their existing platform. Our approach involved:
01.
Assessment and Planning
Understanding Thread’s current system and identifying key areas where AI could provide the most impact.
02.
Integration
Utilizing Azure OpenAI’s large-scale generative AI models to develop tools that automate time entries, streamline service request assignments, and enhance communication workflows.
03.
Deployment
Implementing the AI capabilities into Thread’s platform within a two-week timeframe, ensuring minimal disruption to their operations.
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
Conclusion
The partnership between Applied Data and Thread showcases the power of integrating advanced AI technologies into SaaS products. By leveraging Azure OpenAI, we’ve helped Thread revolutionize IT service management, driving efficiency, and profitability for their clients. This collaboration not only highlights our expertise in AI integration but also underscores the value of innovative solutions in the professional services industry.