bluesource, a Gartner recognised third-party provider of Microsoft Support, has announced the integration of Retrieval-Augmented Generation (RAG) into its service desk operations, marking a significant milestone in its AI transformation journey. This cutting-edge technology is set to revolutionise how bluesource resolves IT issues for clients, delivering faster, more accurate resolutions while maintaining exceptional customer service standards.
For organisations that rely on their service desk to support IT issues, RAG provides a powerful solution by combining generative AI with real-time retrieval of information from organisational knowledge bases. Unlike static models, RAG adapts dynamically to context, ensuring technical analysts can provide precise, timely solutions to even the most complex IT challenges. As RAG learns and improves over time by processing more data and tickets, it reduces the risk of inaccuracies and ensures actionable insights are always available.
By integrating RAG into its workflows, bluesource is not only reducing the average time-to-resolution (TTR) for tickets but also empowering technical analysts with advanced tools to enhance productivity and customer satisfaction.
CTO, Viam Mercer, says: “Accelerating our AI journey with RAG is a game-changer for bluesource and our clients. This technology allows us to harness the full potential of our organisational knowledge while continuously improving how we deliver support. By equipping our technical analysts with the most advanced tools available, we’re ensuring faster, smarter resolutions without ever compromising the quality of service our clients expect. It’s a bold step forward, and we’re proud to lead the way in redefining IT support.”
With RAG at the core of its AI strategy, bluesource continues to position itself as an innovator in IT managed services, setting new standards for efficiency, accuracy, and customer experience.
