With amount of work we have done with HIRO and the knowledge items we have been able to create in the last five years, we see a brilliant future for our automation journey”  - Satyajith Mundakkal, VP, Head of Global Delivery and Automation

Challenge: Hexaware is a leading provider of IT, BPO and consulting services, headquartered in Mumbai, India. One of their key goals is to disrupt the service industry by breaking down the silos between IT and business. To achieve this, they aim to transform customer experiences by automating and cloudifying “everything”.  Hexaware wanted an automation solution that can be scaled to multiple processes. Hence, they partnered with Arago to leverage the scalability and versatility of HIRO’s Knowledge Automation.

Initially Hexaware automated IT Service Management (e.g. troubleshooting or service requests tickets) that are highly repetitive and simple in nature but still require significant manual intervention to resolve. Resolving these IT tickets is done based on rules written in manuals and then employees are trained on applying these with no central repository of best practices.

Solution: Hexaware evaluated multiple automation options but recognized the superior approach of Knowledge Automation immediately and elected to proceed with HIRO. They started by training HIRO like a new employee to complete various processes. In the beginning, HIRO was applied to 28 process tasks for IT incident and client service request resolutions (e.g., unlocking accounts, creating new email boxes). After several teaching sessions, HIRO is able to autonomously solve new and unforeseen problems at an automation rate in excess of 80%. HIRO has now scaled to be used for all ITSM incidents, problems and service requests.

Impact:
  • Process optimization: 
    • Enhanced customer value and service level agreements due to much faster response times (avg. <1min per ticket rather than 6min per ticket).
    • On individual tickets, HIRO up to 80x as fast as human.
  • People Impact: 
    • Automation of low value, repetitive tickets led to reallocation of ~30FTEs to higher value tasks.
    • Virtual cost saving - Presently, ticket volume would have required 4x the personnel, thus 4 times the cost in a pre-HIRO setting.