Discover 3x efficiency in incident retrieval with conversational and agentic AI, instantly surfacing and summarizing historical incidents for rapid action.
Client
Trusted by Its Community, Driven by Innovation
Our client is a financial services company with a legacy of helping its members achieve financial well-being. Known for putting people first, the institution provides secure, modern financial services—while fostering growth through education, career support, and community initiatives. As it scaled, it also committed to strengthening its technology backbone to meet evolving member expectations.
Challenge
Too Many Incidents, Not Enough Insight
The client’s DataOps support team was stuck in a reactive loop. Every time a data pipeline issue popped up—and in financial services, they pop up often—engineers had to manually dig through disconnected platforms like Jira, Slack, and Confluence to find anything resembling a previous fix.
There was no easy way to locate similar incidents, let alone learn from them quickly. That meant support teams were constantly reinventing the wheel, wasting precious time, and increasing the risk of downstream delays in transaction processing.
In a sector where every second counts, this inefficiency was potentially business-critical.
They needed a smarter, faster approach to incident resolution—something that could connect the dots and scale with the pace of business.
Solution
AI That Thinks Like a Support Engineer
We developed an agentic AI incident management, leveraging AWS to transform enterprise support operations.
Built with security, scalability, and performance at its core, our solution lets their teams quickly access historical knowledge, reduce downtime, and confidently scale support operations.
Tapping the Power of Memory with an Agentic AI Solution
We introduced Hexaware’s agentic AI solution—an incident resolution assistant—designed to crawl, index, and interpret past incidents across platforms like Jira, Confluence, and Slack. Now, when a new issue occurs, the system instantly surfaces similar cases, pinpoints root causes, and suggests proven resolution steps. It even highlights affected systems and dependencies, giving teams the full picture in seconds.
A Dashboard That Connects the Dots
We also brought everything together for our client in a clean, unified dashboard allowing their teams to browse past incidents, monitor resolution trends, and keep tabs on key performance indicators in one place. It’s a control center that not only helps fix problems faster but also uncovers patterns that help prevent them in the first place.
And thanks to built-in conversational AI, support engineers can now ask questions in plain language and instantly get tailored responses, making search and retrieval intuitive and lightning-fast, all in a secure AWS environment.
Benefits
From Sifting to Solving—In Record Time
The results? Nothing short of transformative.
- 67% Faster Resolution Extraction
Support teams now spend two-thirds less time digging through past incidents. They meet SLAs with ease—and resolve problems before they snowball. - 3x Boost in Retrieval Efficiency
Conversational AI makes it easy to surface and act on relevant incident histories, boosting efficiency and confidence.
With this AI for incident management in place, the credit union is now operating with greater speed, clarity, and consistency.
Summary
Agentic AI for Smarter, Safer Financial Intelligence
By adopting an agentic AI for incident management, the credit union has transformed a major operational bottleneck into a proactive strength. Their teams now work faster, solve smarter, and protect sensitive data with integrity.
Hexaware’s incident management solution helps financial institutions like this to continuously improve from every incident. With tools like conversational AI and real-time incident resolution insights, they’re ready for whatever comes next.
