Business
Challenge:

The client is a global technology leader known for its software, services, and solutions. Their worldwide partner ecosystem plays a pivotal role in promoting, expanding, and retaining business operations. 

As part of this, the client operates a Skills Initiative Program to drive cloud product adoption by training customers through partner organizations worldwide. However, the client faced multiple operational inefficiencies impacting program execution and decision-making. 

  • Managing frequent operational queries from partner teams was time-consuming and repetitive. 
     
  • Extracting and analyzing large volumes of program data required extensive manual effort. 
     
  • Lack of a centralized, intelligent system made it difficult to access and interpret information related to policies, budgets, and agreements. 
     
  • The dependency on manual processes slowed down decision-making and reporting efficiency. 
     
  • Teams required a smarter, faster, and more interactive way to access insights and perform tasks with minimal manual intervention. 
     

The objective was to automate query resolution, streamline reporting, and enhance data-driven decision-making through AI-driven assistance. 

TurnB Approach


Current Process Assessment

  • Conducted detailed sessions with the client’s operational and partner management teams to understand workflow inefficiencies. 
     
  • Mapped recurring queries, reporting requirements, and manual dependencies impacting productivity. 
     
  • Identified high-impact areas where automation could reduce turnaround time and improve data accessibility. 
     

AI Agent Design and Integration

  • Developed a custom Agentic AI solution to automate operational query handling and enable natural, conversational interaction with data. 
     
  • The AI agent serves as an interactive support system, allowing teams to retrieve information, resolve doubts, and trigger specific actions instantly. 
     
  • Leveraged Retrieval-Augmented Generation (RAG) techniques for contextual and verifiable responses drawn from official documents and data sources.
  • Integrated advanced action-based capabilities, enabling the agent to execute predefined operational tasks, reducing manual effort significantly. 
     

Analysis and Monitoring

  • Enabled real-time access to aggregated insights for partner management and strategic reporting. 
     
  • Designed the system to support tasks such as information retrieval, reporting, prediction, and forecasting, ensuring an end-to-end intelligent experience.
Approaches background
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Implications

The implementation of TurnB’s AI agent brought measurable transformation to the client’s global program operations: 

  • Reduced manual workload by automating query handling and repetitive operational tasks.  
     
  • Accelerated query resolution by over 70%, allowing teams to focus on high-value strategic functions.  
     
  • Enabled instant access to insights, improving the speed and quality of decision-making.  
     
  • Enhanced user experience through a seamless self-service tool that supported analytics, forecasting, and information retrieval.  
     
  • Increased productivity and operational agility across global partner teams.


 

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