The challenge
IANS provides experience-based security insights for chief information security officers and their teams. That expertise only helps clients when the right case reaches the right expert quickly.
Before this engagement, IANS struggled to match new cases to the team member best equipped to handle them. There was no clear, consistent way to identify who had the right background for a given topic or issue. Cases sat waiting for the right eyes, and resolution times slipped as a result.
The team needed a way to route cases based on expertise rather than guesswork, and to do it without adding manual steps to an already stretched workflow.
The TELUS Digital solution
TELUS Digital deployed a Service Agent using out-of-the-box case management actions in production, giving IANS a working foundation for automated case handling from day one.
In parallel, TELUS Digital built a data stream and retriever in the Sandbox environment, grounded in IANS's own case history. This gave team members a case similarity search: the ability to pull up past cases that resembled a new one, along with how those cases were handled and who handled them.
Instead of starting from scratch on every new case, team members could see precedent. That precedent became the basis for faster, more confident assignment decisions.
The results
With the Service Agent live and case similarity search in place, IANS moved from manual, uncertain case routing to a workflow grounded in historical data. Key outcomes include:
- Cases are now matched to the expert whose past work most closely aligns with the topic at hand
- Team members resolve new issues faster by referencing how similar cases were handled previously
- Case history insights support more informed decisions at the point of assignment, not after the fact
- Experts spend less time on triage and more time on the cases suited to their expertise
- Overall case resolution times have improved as assignment delays are reduced
