The Client

A global technology enterprise running a high-volume service portal for Procurement and Finance—handling ~200 tickets daily.

The Challenge

The organization had deployed internal AI tools to automate knowledge responses and purchase order (PO) closures. While automation reduced manual effort, edge-case failures and unmanaged exceptions limited performance — leading to delays, inconsistent employee experience, and weak governance.

Key issues inlcuded:

• PO closure cycle time averaged ~3 days due to exception handling and rework
• AI-generated knowledge responses were incomplete in edge cases, triggering follow-ups and escalations
• Exceptions were not systematically captured or classified, restricting continuous improvement
• Employee experience varied by request type and team, increasing handoffs
• Automation lacked structured governance — defined ownership, metrics, feedback loops, and controls

They needed an operational partner to strengthen existing AI, embed governance, and optimize continuously—without replacing tools. HTC Global Services, with expertise in AI-augmented managed services and workflow optimization, was engaged to deliver reliability and speed without added headcount.