Viasat

In partnership with Viasat, a major player in the telecommunications industry with an annual revenue of $2.5 billion, we embarked on a groundbreaking project that significantly enhanced their operational efficiency and customer satisfaction, both commercial and residential. Firstly, we focused on automating the tasks they were performing manually, greatly decreasing costs. Next, we improved the internal workflow during breaking network issues to eliminate inefficiencies and reduce the time to repair, restoring regular services as fast as possible.

Viasat faced a complex challenge: managing cloud resources effectively while keeping costs low and ensuring high user satisfaction. Their existing system was cumbersome and often led to delays and inefficiencies, requiring employees to stay on call 24/7, manually setting up online sandboxes for corporate clients. As a secondary issue, they needed a way to distill technical information into a format easily understood by their executive team, especially during high-impact service outages.

Our Solution

We developed a Slack chat bot designed to automate the reservation of cloud resources. This user-friendly bot streamlined the entire process, making it accessible and efficient for all corporate clients. The automation not only reduced the manual workload but also ensured optimal utilization of cloud resources. It automatically dealt with user requests, answered client questions, and completely handeled the technical backend, creating an all-in-one 24/7 chatbot experience for the clients. With our service, also included monthly chatbot improvements, training the model on client interactions, driving continuous improvement resulting in better request responses.

The secondary element of the project included implementing a Large Language Model (LLM) to transform complex technical jargon into easily digestible summaries for C-suite executives and high-level managers. This tool proved invaluable during high-impact service outages, providing managers with crucial information and enabling them to make informed decisions swiftly. The tool is kept running 24/7, being hosted on a private network to keep Viasat corporate information private and secure.

Results

The impact of our solutions was immediate and substantial. Viasat not only saw a dramatic improvement in efficiency and cost savings but also experienced enhanced customer satisfaction. The user-friendly Slack chat bot and the LLM-powered summaries empowered employees at all levels to perform their tasks more effectively and make better decisions.

• Cost Reduction: over $500,000 annually in wages, inefficiencies, and network downtime
• Task Efficiency: Completely eliminated the need for on-call employees. Reducing client service and response time from from 5 minutes to mere seconds
• Enhanced Decision-Making: Rapid and clear insights were made available and digestible during service outages resulting in clear understanding from high level managers. This ensured quick decision making to solve breaking issues immediately and efficienly.
• Improved Customer Satisfaction: The automated Slack chat bot provided corporate clients with a seamless experience in managing cloud resources. For residential clients, fewer outages and quicker resolution times led to a more positive user experience.