Employees raise IT requests through an internal ticketing system, but the knowledge that resolves them is scattered. ETPI built an AI chat assistant on MOI as a single natural-language entry point for IT service.
Eastern Telecommunications Philippines, Inc. (ETPI), doing business as Eastern Communications, is the Philippines' first telecommunications company, founded in 1878. It provides enterprise-grade broadband, data, voice and managed services across Metro Manila, Cebu and Baguio.
ETPI employees use Eastern Desk, an internal web-based ticketing platform, to file IT Service Requests (SRs). Despite existing documentation, users-especially new hires-frequently struggled with selecting the correct SR category, filling required fields, and understanding submission workflows. This resulted in misrouted, incomplete, or incorrect tickets, causing delays, rework, and additional load on IT Service Desk staff.
ETPI deployed an AI Chat Assistant built on the OmniFabric platform, providing conversational guidance for navigating Eastern Desk. The assistant answers SR-related questions, recommends the correct request category based on user intent, and provides step-by-step filing instructions-all grounded in approved internal documentation via RAG.
AI-generated responses aligned with approved SR catalogs and SOPs in pilot testing, meeting the target success threshold.
Employees can now identify the correct SR type, required fields, and expected SLAs without contacting the Service Desk.
Repetitive SR-related questions previously handled by IT staff are now deflected to the AI assistant, freeing capacity for higher-value support.