Case Study
Transforming support and operational efficiency in the food service industry with UST GenAI Sandbox
OUR CLIENT
This Europe-based global food service company provides dining services in offices, schools, hospitals, correctional facilities, cultural venues, and many other commercial locations. It employs more than 500,000 people and generates £25 billion in revenue annually.
THE CHALLENGE
Tackling too many level 1 unresolved, escalated support issues
The global food service company was in a tight spot. Their level 1 (L1) user support team was drowning in unresolved tickets. Many issues that should have been easily handled were escalated to level 2 (L2) support, causing delays, frustration, and productivity bottlenecks. Upon investigation, support leaders discovered that disorganized, error-ridden documentation was the culprit. The L1 team’s inability to resolve issues efficiently dragged down the entire support process, negatively affecting productivity and customer satisfaction. Since the problem was more profound than just a few typos in support documents and overhauling the entire documentation system was too daunting of a task, support leaders sought a more innovative solution. They needed a way forward, but the path was unclear.
THE TRANSFORMATION
UST GenAI Sandbox resolves support issues while boosting productivity across the enterprise
The company turned to UST for help. After a thorough analysis, we designed a generative AI (GenAI) solution that revolutionized the company’s support processes. Using UST GenAI Sandbox, a low-code development platform for AI, we built a custom solution tailored to the company's needs. We chose three preconfigured components or “cards”—email, translation, and multi-document search—to address the support team’s AI-powered document search needs. As soon as the solution was deployed, the company saw an immediate impact. The number of escalated tickets plummeted, and the L1 support team's productivity soared.
The success of the initial UST GenAI Sandbox solution for the support team sparked a wave of innovation across the company, and the following additional project emerged:
- Accelerating security compliance—We created a GenAI-derived document intelligence tool for the security team. Security analysts upload documents to the solution, ask questions, and gather data points to complete compliance audits. The solution saves the team countless hours of manual work to read documents and locate specific security information.
- Streamlining sales RFP process—By leveraging GenAI for data extraction and proofreading, the sales team has drastically reduced the time needed to respond to bids.
THE IMPACT
Capitalizing on the power of AI
From a state of disarray to a position of strength, this global food service company has emerged stronger and more efficient thanks to UST GenAI Sandbox. Each new implementation has reinforced the value of the solution, proving that AI can be the key to overcoming operational challenges. The company’s journey exemplifies how even the most challenging situations can be turned around with the right blend of innovation and technology. UST GenAI Sandbox has become a game-changer, delivering:
- Unleashed innovation—Across the company, leaders are finding new ways to streamline processes and gain a competitive edge.
- Increased productivity—Countless hours of manual work have been saved, improving overall efficiency.
- Reduced operational costs—Streamlined workflows and enhanced productivity have led to significant cost savings.
- Higher quality outputs—By reducing human errors, the quality of work has noticeably improved.
- Better decision-making—With faster access to critical information, the company is making more informed and timely decisions.
Resources
https://www.ust.com/IQ
https://www.ust.com/en/alpha-ai
https://www.ust.com/en/industries/retail-and-cpg