Braind AI & CWSI: Engineering the Future of Service Excellence with the Intelligent Service Desk
This initiative outlines a strategic partnership to transform CWSI's service desk into an AI-augmented powerhouse. By leveraging and enhancing your existing Jira investments, we will unlock new levels of operational efficiency, empower your agents with intelligent tools, build a scalable knowledge and educational infrastructure, and deliver superior client value.
Discover the TransformationStrategic Imperative
Adopting advanced AI is the logical next step to sustain and extend CWSI's recognised market leadership (e.g., "Technology Ireland Company of the Year"), ensuring CWSI remains at the forefront of innovative service delivery.
Core Proposition
- Intelligent Operational Efficiency & Cost Reduction
- Enhanced Service Quality & Consistency
- Agent Empowerment & Advanced Onboarding
- Scalable Knowledge Infrastructure & Reduced Key Person Risk
- Compounding Value & Future-Readiness
Anticipated Key Outcomes
- Projected 30-50% reduction in average ticket resolution time for common issues.
- Automate 60-70% of manual data entry from phone-based queries.
- Significant uplift in Service Level Agreement (SLA) compliance and Customer Satisfaction (CSAT) scores.
- Reduce new agent onboarding time by 30-50% through AI-powered educational infrastructure.
- Enable hiring of more cost-effective L1 talent by bridging skill gaps with AI assistance.
- Mitigate key person dependency by systematising knowledge in the AI Brain & Knowledge Hub.
- Establish a core "AI Brain" as a foundation for continuous operational improvement and future service innovations.
Understanding Today's Operational Dynamics
CWSI's current Jira platform effectively manages high service volumes (3,000+ calls/month, 50+ clients). This section identifies key process areas where targeted AI integration can yield substantial enhancements.
Flowchart: CWSI's Existing Service Desk Workflow
Phone Calls (~70%)
Manual agent intake, navigation of ~35 create-screens, full manual data entry.
High Time Consumption
Emails
Auto-forwarded, Jira API ticket creation, potential manual cleanup & classification.
Manual Classification Overhead
Customer Portal
Direct ticket creation by clients; may lack initial detail or context.
Potential for Vague Submissions
Manual Processing Stage
Ticket Creation (phone), Subjective Urgency/Impact, Client Matrix Application, Manual Queue Assignment, Agent Pickup.
Inconsistency Risk & Agent Overhead
Diagnosis & Resolution Stage
Info Gathering (Past tickets, tribal knowledge, scattered docs), Problem Diagnosis, Resolution Execution, Manual Escalation (L1->L2), Client Notification.
Knowledge Silos & Reactive SLA Management
Supporting data: ~70% phone intake, ~35 create-screens, industry estimates of 50-60% agent time on query analysis before resolution.
Introducing the CWSI Intelligent Service Engine: Your Jira, Reimagined.
This solution is an intelligent layer upon your existing Jira investment, primarily using native Atlassian AI, augmented with best-in-class integrations for specialised functions.
Flowchart: The AI-Enhanced Workflow
1. Unified Intelligent Intake Layer
Phone Calls
Call → Auto Voice-to-Text → AI Analysis → Enriched Jira Ticket
Emails
Email → Advanced AI Parsing → Enriched Jira Ticket
Portal
Portal Submission → AI Analysis & Self-Help → Enriched Jira Ticket
2. AI Processing & Enrichment Core
The CWSI AI Brain
Central processing for: Classification, Prioritisation (client-specific rules), Intelligent Assignment, Dynamic SOP Integration. Connects to Knowledge Hub.
85-95% consistency in priority assignment
Reduces "time in queue" by 20-40%
Structured Knowledge Hub
Centralised SOP & KB Database. Dynamically updated. Powers AI guidance and agent learning. Built in Phase 0.
Reduces agent research time by 40-60%
3. Empowered Agent Action Layer (AI as Co-Pilot)
AI-Assisted Resolution
AI enriches queries & provides intelligent guidance with SOPs, Knowledge Base links & suggested actions.
Intelligent Escalation / Automated Notification
Seamless, context-rich escalations. Automated, personalised client updates upon resolution.
4. AI Brain Powered Ecosystem & Continuous Improvement
Advanced Educational Infrastructure
AI-driven onboarding, continuous learning modules, interactive SOP querying.
Strategic Macro-Level Insights
Managerial dashboards for trend analysis, SLA risk identification, training needs.
Foundation for Future Innovation
Core AI Brain enables rapid deployment of new intelligent modules & services.
Continuous Learning & Refinement
All interactions, resolutions, and agent feedback are logged, continuously training AI models and updating the Knowledge Hub.
The Compounding Value Ecosystem
The CWSI Intelligent Service Engine is more than a tool; it's a foundational investment that creates an ecosystem of compounding value, enhancing not just current operations but also future capabilities and strategic agility.
Core AI Service Desk Benefits:
- Drastic Reduction in Manual Effort: Automation of intake, classification, and routine tasks frees significant agent time. (Est. 60-70% of phone intake time)
- Accelerated Resolution Times: AI-guided steps, instant knowledge access, and efficient routing lead to faster issue resolution. (Est. 40-60% for common issues with SOP guidance)
- Improved Accuracy & Consistency: Standardised processes driven by AI reduce human error and ensure consistent service quality across all agents and shifts.
- Enhanced SLA Compliance: Proactive AI monitoring and faster processing directly improve adherence to client Service Level Agreements (SLAs).
- Reduced Key Person Risk: Systematised knowledge and Standard Operating Procedures (SOPs) lessen dependency on individual expertise, ensuring operational continuity.
Self-Compounding System & Future-Proofing (Powered by the AI Brain):
Self-Improving AI Brain
The core AI engine and Knowledge Hub learn from every interaction, becoming progressively more accurate and efficient. SOPs are dynamically refined based on real-world effectiveness.
Advanced Educational Infrastructure
Faster onboarding (Est. 2-3 weeks saved per new agent), AI-guided training modules, continuous agent learning via interactive chat with the AI Brain, and empowerment of all talent levels, reducing cost per hire. Example: New agents query "How to set up VW email on Android?" and receive instant, step-by-step SOP guidance.
Strategic Macro-Level Insights
Data-driven dashboards identifying escalation trends (e.g., "Top 3 services causing L2 escalations"), SLA breach risks (e.g., "Tickets for Client X nearing SLA: 5"), and training needs for proactive management. Example: Visualise "Monthly ticket volume vs. resolution time per client" to identify outliers.
Foundation for Future Innovation
The "AI Brain" is an agile core for future capabilities: proactive client service health monitoring, predictive analytics for issue prevention, new AI-powered service offerings for CWSI to market.
The Intelligent Service Desk: See It In Action
Visualise how the CWSI Intelligent Service Desk, powered by Braind AI, will transform daily operations and strategic oversight. This is a glimpse into the enhanced experience for your team and management.
Empowered Agent Workflow
1. Enriched Ticket Arrival
An L1 agent, Sarah, starts her shift. A phone query from "VW Group UK" regarding a "VPN access issue on an iPad Pro (Device ID: VW-IPAD-078)" has been automatically transcribed and logged by the AI.
2. AI-Guided Resolution
Jira, powered by the AI Brain, presents Sarah with the relevant SOP and common troubleshooting steps directly in the ticket.
AI Suggested Steps (SOP: VW_VPN_iPad_TS_v2.1):
- Verify user credentials in Active Directory (Status: Verified).
- Check iPad's network settings (Wi-Fi/Cellular).
- Confirm VPN client app (e.g., Cisco AnyConnect) is latest version.
- Guide user to re-enter VPN profile configuration.
- If unresolved, check VPN server status: All Systems Operational.
AI Draft Response Suggestion:
Strategic Managerial Insights
The Head of Service Delivery, Mark, reviews the weekly performance dashboard generated by the AI system.
Escalation Hotspots & SLA Risks
A visual graph highlights that "Software X Compatibility Issues" for "Client Y" are the top reason for L1 to L2 escalations this month, with 35% of these nearing Service Level Agreement (SLA) breach.
Escalation Analysis: Top 4 Reasons (Last 30 Days)
Alert: "Software X Compatibility" tickets for Client Y have a 35% SLA near-breach rate. AI suggests targeted L1 training on SOP_SoftwareX_v3 and updating Knowledge Base article #K789.
Proactive Trend Identification
The AI flags an unusual spike in "Printer Offline" tickets from the Dublin office after a recent network maintenance window.
Ticket Trend Anomalies: Last 7 Days
!! Anomaly Detected:
"Printer Offline" tickets from Dublin Office increased by 150% (from avg. 2/day to 5/day) post-maintenance (Ref: CHG-073).
AI Suggestion: Investigate DHCP (Dynamic Host Configuration Protocol) scope for printer VLAN (Virtual Local Area Network) in Dublin (10.1.5.x). Possible IP conflict or incorrect DNS (Domain Name System) settings pushed during maintenance. Cross-reference with network change logs.
Related SOP: DUBLIN_PRINTER_RESET_v1.2.pdf
Interactive Educational Interface (AI Tutor)
A new L1 agent, Chloe, uses the AI-powered chat interface for onboarding and quick queries. Try asking a question!
This interface allows new hires to quickly find information, understand procedures using CWSI-specific terminology, and get up-to-speed much faster, reducing reliance on senior agents for basic queries and improving consistency.
A Phased Partnership for Transformation
Our approach is collaborative and agile, delivering value incrementally. Each phase is outcome-focused, building upon your existing Jira expertise.
Discovery, SOP Architecture & Knowledge Foundation
Collaborative workshops to map processes, ingest knowledge, and use AI to analyse/draft initial Standard Operating Procedures (SOPs). Design Knowledge Hub blueprint and finalise pilot scope.
Key Outcomes & Value Delivered:
- Comprehensive process & knowledge asset map.
- Initial structured, AI-assisted SOP repository for pilot.
- Clear identification of knowledge gaps.
- Robust foundation for "AI Brain" & Knowledge Hub.
- Immediate value via improved SOPs & knowledge organisation; reduced risk for subsequent phases.
Key Outcomes & Value Delivered:
- Operational Voice-to-Ticket for pilot (automated, enriched tickets).
- Measurable reduction (e.g., 50-70%) in manual data entry for pilot.
- Pilot agents experience AI-enriched tickets & classifications.
- Collection of real-world performance data and feedback.
- Validation of core AI concepts; tangible time savings for pilot team; data for broader rollout.
Intelligent Intake & Pilot Deployment
Setup core AI tools, develop Voice-to-Ticket for pilot, configure AI ticket enrichment & initial classification/routing for pilot. Train pilot group.
AI-Driven Agent Assist & Workflow Enhancement
Expand Intake Automation. Deploy sophisticated AI for classification & routing. Integrate more SOPs. Deploy AI knowledge surfacing & draft responses.
Key Outcomes & Value Delivered:
- Increased consistency (e.g., 85-95%) in ticket classification & prioritisation.
- Faster, more accurate ticket assignment.
- Agents receive real-time AI resolution guidance.
- Initial improvements in First Call Resolution (FCR) rates.
- Improved Service Level Agreement (SLA) metrics; reduced agent cognitive load; more consistent service.
Key Outcomes & Value Delivered:
- Streamlined end-to-end workflows.
- Measurable Average Handle Time (AHT) improvement (e.g., additional 15-25%).
- Operational AI-driven onboarding & learning platform.
- Actionable macro-level analytics for management.
- Knowledge Hub as an evolving asset.
- Peak operational efficiencies; enhanced agent productivity; true learning organisation; data-driven strategic oversight.
Full Workflow Orchestration, Knowledge Compounding & Educational Framework
Implement automated escalations, refine AI responses, establish feedback loops, fully integrate data capture for AI Brain & educational tools. Launch AI training module.
Continuous Evolution & Strategic Innovation (Ongoing Partnership)
Regular AI tuning, SOP updates. Develop advanced/predictive analytics. Explore "Mystery Box" innovations. Ongoing support & governance.
Key Outcomes & Value Delivered:
- Continuously self-improving intelligent service desk.
- Proactive identification & mitigation of systemic issues.
- CWSI positioned as an AI leader in service management.
- Platform for ongoing strategic service development.
- Sustained & growing ROI; long-term competitive advantage; dynamic platform evolving with CWSI’s needs.
Proposed Value Generation & Projected ROI
This strategic investment is designed to deliver substantial, measurable, and compounding returns, transforming operational costs into strategic advantages.
Consolidated Benefits Summary
- Direct Cost Savings: Reduced manual effort, faster resolutions, optimised staffing.
- SLA Performance & Risk Mitigation: Consistent SLA achievement, reduced breach risk.
- Increased Agent Capacity & Productivity: AI co-piloting, efficient onboarding.
- Enhanced Client Satisfaction & Retention: Faster, consistent, accurate service.
- Accelerated Onboarding & Talent Development: Dynamic educational infrastructure.
- Strategic Knowledge Asset: Comprehensive, evolving SOP & Knowledge Hub.
- Long-term Strategic Value: Compounding intelligence, platform for future innovation.
Illustrative ROI Calculator
Projected Monthly Hours Saved:
XXX
Projected Monthly Operational Cost Savings:
€YYY
Note: These are illustrative projections. Assumes a percentage of tickets are addressable by AI efficiencies. Actuals depend on specific process adoption and data. Payback period depends on total project investment.
Beyond Direct Savings: Multiplier Effects on ROI
Optimised Talent Lifecycle
Faster onboarding (Est. 30-50% time reduction) through AI-driven training reduces ramp-up costs. AI assistance allows for more effective utilisation of junior talent on complex tasks, optimising wage bill and mitigating skill-gap hiring challenges (Potential for 10-15% lower cost per new hire for equivalent capability).
Reduced Escalation Costs
Fewer, better-prepared escalations to L2/L3 engineers free up high-cost specialist time (Est. 10-20% reduction in L2/L3 time on L1-resolvable issues), allowing them to focus on true high-value innovation and complex problem-solving rather than re-diagnosing issues.
Enhanced Client Metrics (CSAT/NPS)
Improved service speed, consistency, and quality directly contribute to higher Customer Satisfaction (CSAT) and Net Promoter Scores (NPS), potentially leading to increased client retention (Est. 2-5% improvement) and new business opportunities through referrals.
Compounding Knowledge Value
The AI Brain and Knowledge Hub become appreciating assets. Each interaction makes the system smarter, reducing future costs and continuously improving efficiency (Est. 5-10% ongoing annual efficiency gain) without proportional reinvestment.
The Compounding Return on Intelligence
This is an investment in an intelligent ecosystem – the "CWSI AI Brain" and Knowledge Hub – that appreciates in value over time. As it learns and adapts, it continuously unlocks further efficiencies and strategic capabilities, ensuring sustainable growth and a lasting competitive edge.