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Boosting Customer Support Automation: Deploying an AI-Powered Assistant

Expanding Operational Capabilities with AI-Powered Support 

As customer expectations for speed, accuracy, and availability continue to rise, transportation and industrial technology leaders are under increasing pressure to deliver seamless support across every digital channel. In an industry defined by complex, interconnected products, platforms, and technical touchpoints, manual customer service processes struggle to keep pace. The result is longer resolution times, higher support costs, and inconsistent customer experiences—putting both operational efficiency and customer satisfaction at risk.

That was the challenge facing a major logistics company serving customers across email, social media, and digital support platforms. With inquiries ranging from basic troubleshooting to deep technical issues, their support teams were inundated with requests—many of which included PDFs containing error logs, manuals, and technical documentation. Manually reviewing and extracting information from these documents slowed response times and consumed valuable engineering and support resources. To meet modern customer expectations, the organization needed a scalable, AI-driven solution that could automate support interactions and deliver real-time assistance. Aditi was brought in to design and implement the solution.

 

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The Challenge

Fragmented Support Channels & Manual Knowledge Processing

The client’s customer support model relied heavily on human intervention across multiple disconnected channels. Requests arrived through emails, tickets, and social platforms, requiring agents to switch contexts constantly while managing high volumes of inquiries.

A major bottleneck was the manual review of PDF-based documentation submitted with support requests. Error logs, technical specifications, and user manuals had to be reviewed line by line to identify relevant insights—significantly delaying resolution times. As customer demand for rapid responses increased, the existing model became unsustainable.

The organization needed to automate information extraction, centralize support interactions, and enable real-time, AI-powered assistance—without disrupting existing collaboration workflows.

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The Solution

Embedded AI-Driven Support

Aditi partnered with the client to expand Microsoft Teams into a centralized, intelligent support platform by integrating an advanced AI service bot powered by Natural Language Processing (NLP).

Aditi delivered end-to-end solution development, including:

  • Intelligent Conversational Interfaces:
    The new bot enables customers and support teams to interact through chat, voice, or email—providing consistent, AI-powered assistance across channels.

  • Automated Document Intelligence:
    The solution includes a PDF upload capability that automatically extracts relevant information from error logs, manuals, and technical documents—eliminating manual review and accelerating troubleshooting.

  • Secure, Scalable Architecture
    Aditi built the front-end experience using React, integrated Azure Active Directory (Azure AD) for secure authentication, developed backend API connections, and deployed clustered environments to support scale, reliability, and performance.

  • Seamless Collaboration within Microsoft  Teams
    By embedding the bot directly into Microsoft Teams, the solution consolidated support workflows into a single platform—enabling agents to collaborate, escalate issues, and coordinate responses without leaving their primary workspace.

The Outcome

Faster Resolution, Lower Costs & Smarter Support

The AI-powered support solution transformed how the client handled customer inquiries—improving both operational efficiency and customer satisfaction.

  • Improved Support Efficiency:
    By consolidating interactions within Microsoft Teams and automating routine inquiries, support teams reduced context switching and streamlined daily workflows.

  • 24/7 Intelligent Assistance:
    The bot handles multiple customer queries simultaneously, delivering rapid responses around the clock and significantly reducing wait times.

  • Enhanced Collaboration:
    Support teams gained the ability to share insights, escalate issues, and coordinate resolutions more effectively within a unified platform.

  • Reduced Operational Costs:
    Automating a significant portion of support interactions decreased reliance on manual labor, delivering long-term cost savings while allowing teams to focus on higher-value tasks.

The Aditi Advantage:

Strategize with Our Leading Insights

Behind every transformation is a story worth telling. On our Insights page, you’ll find the strategies, lessons, and breakthroughs driving digital engineering success across major industries. From AI-powered automation to cloud modernization and data-driven decision-making, discover how organizations are overcoming challenges, accelerating growth, and preparing for the future.

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Partner with Aditi to Build Your Next AI-Powered Solution:

At Aditi, we help enterprises harness AI + Automation to modernize critical operations and elevate customer experiences. From intelligent assistants to enterprise-grade system integration, our teams deliver practical, scalable solutions that drive efficiency, resilience, and measurable impact. Together, we’ll help you build smarter, AI-powered operations—ready for today’s demands and tomorrow’s growth.

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Aditi is a leading digital engineering services company. We partner with established and emerging enterprises by leveraging borderless talent across three continents to achieve transformative outcomes that will reshape their trajectory. We lead and support our clients’ efforts to design, build, and operate the products, systems, and processes required to deliver impact by leveraging deep insights, practical knowledge, and human spirit.