Case Study 2
Reconstructing Complex Workflows: AI-powered Automation for a
Global Infrastructure
Consulting Firm

Automating high-friction tasks

to accelerate delivery

and collaboration

Opportunity

Architecture, Engineering, and Construction (AEC) companies operate within a unique ecosystem, often challenged by resource-intensive manual processes. This is particularly evident in areas like billing, project setup, and service desk operations, where inefficiencies lead to delays, cost overruns, and reduced operating potential. Addressing these bottlenecks with advanced technologies, such as AI, is critical to maintaining competitive agility and operational excellence in today’s markets.

Solution

To tackle these operational inefficiencies, the firm adopted AI-driven solutions in multiple key areas. Harnessing generative AI tools and frameworks, they implemented tailored strategies to streamline resource-heavy processes effectively.

Billing process
AI identified invoice errors and reduced delays, speeding up billing timelines.

Project setup
Automated extraction of key fields cut onboarding time from a week to a few days.

Service desk - self service
An AI-powered virtual assistant streamlined issue identification; testing underway for wider access.

Agent performance
AI tools provided insights, call summaries, and analytics to boost efficiency and service quality.

By addressing functional bottlenecks with targeted AI solutions, the company enhanced operational workflows and reduced delays.

Outcomes

The introduction of AI-led solutions delivered measurable benefits for the infrastructure consulting company across its priority areas of focus.

Faster resource cycles
Billing and project setup times saw substantial acceleration through process automation and data classification.

Enhanced agent productivity (Service Desk)
AI-powered customer support improved agent efficiency and resolution metrics.

Scaling AI readiness
These implementations have served as a testing ground to evaluate and scale ethical, ROI-driven AI deployments further.

Key Learning

Targeted AI solutions in billing, project setup, and service desk operations put efficiency into place and streamlined service performance, reducing turnaround times and driving operational excellence across the client’s ecosystem.