Results
5.5 months from project start to go-live
15-day tasks reduced to 15 minutes
Improved self-service portal accuracy
Greater independence from IT
Applications
THE CLIENT
Enhancing operations as a leading media organization
The client is a television broadcaster in Brazil with a vast programming of entertainment, journalism, and sports across free-to-air and paid channels. With a strong commitment to innovation, the client combines creativity and technology to deliver world-class storytelling and experiences. As part of that mission, it continues to modernize internal systems to better support its people and enable efficient, scalable operations.
“This project has empowered the client to streamline support and take full ownership of its AI-driven service platform.”
—Client Representative
THE CHALLENGE
Inaccurate support and overreliance on IT
The client’s internal support channels were struggling to keep up with the organization’s evolving needs. The existing chatbot and self-service portal provided inconsistent responses and lacked the accuracy needed to resolve common requests efficiently. Employees often found themselves frustrated by unhelpful answers or resorting to IT assistance for operational tasks that could be automated.
This reliance on the IT department created bottlenecks and delays. Instead of enabling employees to resolve requests independently, routine operational needs required manual execution and follow-up from support teams. In some cases, the time to resolution extended as long as 15 days for issues that should have been resolved in minutes.
In addition to operational delays, the navigation and search experience within the service portal was a major pain point. Employees were unable to find the information they needed quickly, due to a lack of contextual understanding within the search tool and no accommodation for common phrases, acronyms, or synonyms used across the organization.
Recognizing that a smarter, more intuitive system was needed, the client decided to leverage artificial intelligence to reimagine its support experience. It sought a partner that could provide both the technical implementation and the long-term enablement needed for lasting success.
THE SOLUTION
Using AI to drive accuracy and independence
To bring this vision to life, the company partnered with Cask Brazil to implement an AI-powered support framework using ServiceNow’s Virtual Agent, NLU (Natural Language Understanding), and AI Search capabilities. The focus was not just on deploying tools, but on designing an intelligent experience that worked the way the client’s employees already communicate.
Key solution components included:
- Virtual Agent + NLU: Cask worked closely with the client to design and configure ServiceNow’s Virtual Agent using real phrases and questions submitted by employees. This context-driven approach to training the model ensured a much higher level of response accuracy. Topics were carefully created, tested, and refined based on actual use cases.
- AI Search Configuration: To further improve the experience, AI Search was configured to recognize synonyms, acronyms, and commonly used internal terminology. Search tuning was also applied to improve navigation and bring the most relevant results to the top.
- Self-Service Portal Optimization: Enhancements to the service portal enabled a smoother, more intuitive experience for employees; guiding them to answers and automations faster.
- Knowledge Transfer & Enablement: As part of the engagement, Cask delivered comprehensive documentation and video tutorials to the IT team. This has empowered them to continue evolving the platform independently.
The results were immediate and measurable. Operational requests that once took up to 15 days to complete can now be resolved in 15 minutes or less. The portal and chatbot interactions are smarter, faster, and significantly more accurate; dramatically reducing the volume of support tickets escalated to IT.
The platform is also equipped for continuous improvement, with a scalable structure to support new topics, additional phrases, and AI tuning as the client’s needs grow. The client’s transformation wasn’t just about adopting new tools; it was about enabling a new way of working. By implementing intelligent automation and AI-driven assistance, the client redefined its internal support model.
Understood our business requirements?
Communicated clearly throughout the project?
Positioned us to achieve our desired business outcomes?
Provided a high level of expertise in implementing our solution(s)?
Overall, how would you rate your experience on this project?
THE PARTNER EXPERIENCE
Building long-term capability through collaboration
Throughout the engagement, the client maintained a clear goal: to not only modernize its support channels, but also to take ownership of the tools and processes put in place. Cask Brazil supported this vision by providing deep technical expertise paired with hands-on enablement.
The collaboration was structured, transparent, and focused on knowledge transfer. Cask Brazil guided the client through implementation while ensuring that internal teams were fully equipped to manage the system post-launch. With clear documentation, recorded training, and support throughout each phase, the client walked away with more than a new system — it gained a foundation for continued innovation.
The success of this project reflects not only the strength of the solution, but the strength of the client’s vision: to empower employees, reduce friction, and operate more efficiently at scale. Today, the client is positioned to continually optimize its ServiceNow environment, curating new content and refining AI behavior based on real usage data and evolving needs.
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