CASE STUDY • Tech Monitoring Platform

How a Leading Tech Monitoring Platform Achieved 24/7 Global Support with AI-Powered Agents

Industry

HiTech

Our Contributions

AI-Powered Virtual Assistant Development, Multi-Agent System Architecture, Enterprise Messaging Integration, Conversational AI & Natural Language Processing, Secure Backend System Integration

The Challenge

The client is a platform serving enterprise customers across multiple industries, with comprehensive application performance and infrastructure monitoring. With over 700 technology integrations, they support major e-commerce, API service providers, and financial technology companies that depend on real-time system insights for mission-critical operations. However, their engineering teams were scattered across time zones while support remained centralized. Every urgent system issue became a waiting game. Engineering teams spent too much time on repetitive support tasks instead of focusing on innovation and strategy. Global teams faced significant delays due to time zone differences and high request volumes. The company needed a scalable support solution that could deliver consistent, immediate assistance without requiring more support staff.

How We Did It

AI-Powered Virtual Assistant Integration

We built an intelligent virtual assistant to function as an additional team member, integrating directly into their main communication tool. This agentic system automatically supports routine tasks, so engineers can focus on higher-value strategic work.

Automated Access and Configuration Management

We implemented streamlined agentic processes for managing access and configuration requests. Engineers simply ask the assistant for access or changes; it checks policies, collects necessary details, and routes requests to backend systems.

Scalable Multi-Agent Architecture with Enterprise Integration

The multi-agent system architecture operates around the clock through enterprise messaging platform APIs integrated into existing tools. This agentic approach delivers immediate support without requiring extra training.

Intelligent Request Processing and Workflow Automation

We created agentic workflows that verify configuration requests via chat and complete updates quickly and securely. This eliminates manual back-and-forth communication while maintaining strict security protocols.

The Result: AI-Powered Support That Works Around the Clock

Encora built an AI-powered virtual assistant that integrated directly into the client's main communication tool. The scalable support architecture automatically handled everyday support tasks to achieve:

60%

reduction in support team costs

24/7

global support without hiring additional staff

Automated access and configuration management
Elimination of manual support bottlenecks

The company now provides consistent support while building a composable foundation for scaling additional capabilities that enhance coverage and efficiency.

The Bottom Line

The client could scale support from being a cost center to a competitive advantage. As platform capabilities and technology integration grow, the AI-powered infrastructure can handle more complexity without proportional cost increases. Engineering teams can focus entirely on developing innovative monitoring solutions. Customers receive faster, more reliable support, reinforcing the platform's reputation for operational excellence in mission-critical environments.