Who: Thread and Azure OpenAI Service
Thread is a software development company that aims to help IT technicians better manage their workflow. They’ve developed a Service Collaboration Platform that integrates seamlessly with communication tools like Microsoft Teams and Slack. By using Microsoft Azure OpenAI Service, Thread has revolutionized the way IT service providers manage time entries and customer interactions.
What: Streamlining IT service with AI
Thread’s platform utilizes Azure OpenAI’s large-scale generative AI models to automate time-consuming tasks. This tool drastically cuts down on manual data entry and other administrative tasks, enabling technicians to focus more on their customers. The ultimate goal of Thread is to deliver incredible service to customers by reducing the time and resources spent on administrative tasks.
Before: Time-consuming tasks slowing down IT technicians
Before Thread’s intervention, IT technicians often found themselves burdened by time-consuming tasks such as logging time entries and summarizing customer interactions. These tasks not only slowed down the technicians but also led to service request response delays, impacting the customer experience negatively.
The process: Creating a more efficient IT service process
Thread’s innovative tool uses Azure OpenAI to automate various processes such as resource allocation, service request assignments, and time entries. By automating these tasks, Thread’s platform has been able to save technicians nearly an hour per day on manual data entry alone. This solution has significantly reduced administrative overhead, allowing technicians to focus more on delivering service to their customers.
After: Significant time savings and improved customer service
By utilizing Azure OpenAI Service, Thread has delivered immense value to IT service providers. The platform has reduced the time spent on administrative tasks by automating technician’s time entries and other tasks. The tool has also opened up new avenues for better collaboration, thanks to its translation feature. The result is significant time savings and an improved customer experience. Current users of the platform, such as WBM Technologies, have reported saving hundreds of hours per month thanks to Thread’s AI functionality.
Conclusion: The future of IT service requests
Thread, through its integration with Microsoft Teams and Azure OpenAI Service, represents a significant evolution in how IT service requests are managed. The software helps determine priorities, categories, and summaries before escalating issues, resulting in less busy work for technicians and more time dedicated to problem-solving for their customers. Thread believes that their platform, coupled with the power of Azure OpenAI Service, will drive future innovations in IT service provision.
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