AI-Powered Search Solution for Globus’ IT Support

Globus streamlines IT support with AI-powered enterprise search

Globus engaged KPS to leverage expertise in data-driven solutions and search technologies. KPS led the implementation of a Google Cloud-based solution, transforming raw data into a structured format suitable for AI-driven search functionalities.

The challenge

Globus faced a recurring challenge in IT support, with many similar support inquiries. Users struggled to find relevant documentation to resolve issues independently, leading to an increased volume of first-level support tickets. The goal was to reduce this workload by implementing an intelligent search tool that provides precise answers based on integrated data.

The solution

KPS developed a scalable project approach for Globus using Google Cloud, a Large Language Model (LLM), and custom serverless functions with API-endpoints for seamless data integration and question/answer handling. This enabled a smart search agent that transforms raw data into structured, contextually relevant results, delivering precise answers and enhancing the IT support experience.

The result

The smart search tool has the potential to significantly reduce the workload of Globus’ first-level support by providing fast, accurate answers to common support inquiries. Once fully implemented, it could enable users to resolve issues more independently, reducing support tickets and streamlining processes across the company, which would set the foundation for a wider implementation.

KPS’ AI-powered search solution transformed how Globus will handle IT support inquiries. With an intuitive interface backed by smart data processing, the tool not only provides precise answers but could also cut down on unnecessary support tickets, optimising overall support efficiency in the future.