33% Gain in Developer Productivity Using Embedded AI Workflows
A global enterprise faced high support-ticket volume, slow response cycles, and heavy reliance on senior developers for training and code reviews. CES delivered an embedded AI workflow that resulted in measurable productivity and quality gains.
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The Challenge
High support-ticket volume with 3-6 hour TAT
Slow code reviews due to PR load
UAT issues from missed dependencies
the client
Enterprise Technology / Industrial Software
Technology Stack
- Central document store ingestion (docs + videos)
- Code pipeline integration
- Oracle (credit memo data source)
Solution Area
- Enterprise Support Agents | Developer Productivity | Process Enablement
the impact
40%
reduction in support tickets
99%
reduction in TAT
<1 minute query resolution for developers
33.3%
increase in developer productivity
Support load reduced.
Delivery rhythm improved.
The Need
Reduce support pressure, compress response TAT, lower dependency on senior developers for onboarding and reviews, and improve delivery quality by addressing UAT issues tied to dependency gaps and code-induced errors.
Challenges
- Support volume + slow response cycles: High ticket load and 3–6 hour TAT limited user productivity and slowed resolution.
- Training dependency on senior developers: Onboarding and day-to-day guidance relied heavily on senior resources, limiting focus on critical engineering tasks.
- Review bottlenecks + quality leakage into UAT: PR-heavy code reviews increased turnaround time, while missed checks contributed to UAT issues and code-induced errors.
- Business Process Guide Support Agent: Built an agent to resolve user-raised tickets using ingested functional, technical, and business-process documents along with training videos from a central repository—covering nearly 13,000 documents.
- AI-based Training Agent (Onboarding Self-Service): Implemented a self-service training assistant connected to enterprise knowledge sources to reduce onboarding dependency without requiring additional coding.
- Code Review Assistant (Pipeline-Integrated): Integrated an automated review assistant into code pipelines to suggest improved coding practices, reduce developer queries, and free senior engineers for critical work.
- Developer Training Agent (Guidelines + Code Assistance): Configured an agent with team-specific coding standards to accelerate the first three months of developer ramp-up and reinforce optimized code practices.
- Credit Memo Agent (Oracle-Backed Retrieval): Enabled faster retrieval of credit memo data ingested from Oracle to support automated approval cycles and finance reporting.
- Support tickets reduced by 40%
- TAT reduced by 99%
- Developer queries resolved in < 1 minute
- 70% time returned to senior resources
- 40%+ reduction in code-induced errors
- 33.3% increase in developer productivity
strategic client partner
Take the Next Step
If support load, onboarding dependency, and PR-heavy reviews are slowing delivery, CES can implement targeted support agents that reduce TAT, improve code quality, and return senior time to critical work. Talk to our Strategic Client Partner.
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