Project MOSES: an AI framework that turns years of support history into instant, machine-generated resolution suggestions.
bluesource's service desk agents were spending excessive time resolving tickets manually — unable to efficiently tap into historic resolutions or the company's Knowledge Base. As bluesource scaled, this was becoming a bottleneck: response quality varied, and headcount couldn't keep pace with growth.
Agents can instantly explore similar historic tickets, review prior resolutions and receive machine-generated resolution suggestions — cutting time-to-resolution at scale.
We democratised access to bluesource's historic data and internal Knowledge Base, directing agents to the right resources automatically and reducing reliance on manual searching.
A structured feedback mechanism lets agents rate AI-generated responses, continuously improving model accuracy and future decision quality.
A real-time dashboard tracks tool adoption, usage patterns, time savings and cost savings — giving bluesource full visibility of value and model performance.
We managed the project with a robust Agile framework, holding fortnightly demos and feedback sessions to keep delivery aligned with bluesource's expectations and unlock value early.
‘Project MOSES was a great example of what can be achieved when two teams with complementary skills work closely together. Anumana helped us combine data architecture, analytics and AI capabilities with bluesource's operational and managed services expertise to unlock the value of years of support and service data. Together, we developed a capability that provides meaningful insights to our teams and supports our broader vision for AI-augmented support & managed services. Since launch, MOSES has delivered a 40% improvement in the efficacy of support recommendations which has led to a 52% increase in adoption. Throughout the engagement, Anumana brought deep technical expertise and a collaborative approach, and the success of the project reflects the strong partnership between our two organisations.’
Let's start with a conversation and find the problem worth solving.
Start a conversation
