India's largest platform and marketplace for AI & Analytics leaders & professionals

Sign in

India's largest platform and marketplace for AI & Analytics leaders & professionals
Become a Thought Leader
Become a 3AI Member

Sign in

3AI Digital Library

< Go Back

Volume Forecasting for IT Support Tickets

3AI September 6, 2020

Europe based manufacturing client

Problem Statement

  • A manufacturing giant runs its IT Support center operations from multiple locations. With various LOBs, Languages, Teams, and Geographies. Due to an incumbent process, the demand queue was not properly managed.
  • Linear extrapolation was yielding a high error percentage for demand planning, the team wanted a much more correct volume estimate.



Analytics Led Approach

Methodology Comparison and Evaluation

Event Class Suggestion

  • Part comparison of methodologies to evaluate the ‘best in class’ forecaster
  • Evaluation of the methodologies which yield the most believable forecasts

Critical Success Factors

  • High accuracy of forecasts, increase of efficiency by over 90% from the original forecast
  • Multiple LOB’s utilized multiple models to evaluate the time patterns and estimates. A combination of methodologies ensured more flexible model
  • Demand planning effort for the IT Support teams went down significantly to yield much more efficient results and better shift planning

    3AI Trending Articles

  • New 2D tag with AI authentication to spot counterfeit products Faster & Accurately

    The authentication process takes under 3.5 minutes to complete, and involves scanning the tags under an electronic microscope to obtain the PUF pattern, which is sent to the AI-driven software for validation. A new anti-counterfeiting technique uses two dimensional (2D)-material tags along with artificial intelligence (AI)-driven authentication software, and promises to deliver faster, more accurate […]

  • A Paradigm Shift in Management Education Powered by Large Language Models

    Featured Article: Author:  Dr. Tuhin Chattopadhyay, Professor, Jagdish Sheth School of Management, Bengaluru, India, Founder & CEO, Tuhin AI Advisory, Abstract. The paper explores the potential of large language models in transforming management education. The paper first introduces the concept of large language models and explains how they work. Subsequently, the paper explores the different […]

  • Retail Revolution enabled by AI

    Predictive analytics has been used in retail for decades, but it’s within the last few years that advances in technology — namely artificial intelligence — have supercharged the speed, scale and cost at which it is used. This AI-powered retail personalization revolution helps retailers transition into a world where consumers are always connected, more mobile, more social, and have more choices about […]

  • AI readiness – CEO’s most strategic agenda

    For the larger mass of professionals, the words “artificial intelligence,” or AI, often conjure up images of robots, the sorts of robots that might someday take their jobs. But at the enterprise level, AI means something different. It has enormous power and potential: it can disrupt, innovate, enhance, and in many cases totally transform a business. […]