Enterprise Knowledge Search · IT Operations Automation
Kelly Services needed an IT service desk that could keep up with rising support volumes and expectations from employees, clients, and job seekers, but traditional processes relied too heavily on agent memory and reactive handling to deliver fast, consistent resolution at scale.
Reported impact
Kelly cut ticket turnaround from a full day to two hours, lifted quality and satisfaction scores, and moved its service desk from reactive issue handling to a predictive support model that protects client and workforce productivity.
Kelly Services and TCS rebuilt the company's IT service desk around an AI-assisted support stack instead of a traditional queue-based help desk. Monitoring tools and live interactions feed AI-driven call transcription and analysis so Kelly can understand how each support conversation unfolds, while intelligent knowledge search surfaces the right answer without depending on individual agent memory. Real-time predictive insights and context-aware recommendations are then presented during live interactions, giving agents guided next steps and helping the system adapt automatically as demand or service complexity changes. The same operating model supports proactive outreach when internal monitoring shows a customer may be having problems, turning the desk from a reactive contact point into an adaptive service platform for Kelly's internal workforce, external clients, and placed talent.
Monitoring tools and support interactions feed the AI-driven call transcription and analysis layer, which turns live conversations into searchable operational context. Intelligent knowledge search, predictive insights, and context-aware recommendations then guide agents in real time, while the quality-management layer uses the same signals to improve service standards and trigger proactive outreach before issues become disruptive.
"Customer service quality scores now average 4.9 out of 5"
"Our average turnaround time on tickets was roughly 24 hours when we first started, and we're now down to two hours"
"TCS introduced AI-driven call transcription and analysis for the IT service desk"
"These systems provided agents with real-time predictive insights and intelligence, and context-aware recommendations during live interactions."
"implemented intelligent knowledge search capabilities to enable help desk agents to quickly surface accurate answers"
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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