PwC speeds enterprise support with new AI assistant, reducing incident resolution time by up to 45%

Enterprise support is straining under its own complexity. Analysts spend hours searching across multiple and varied systems for answers. Resolution speed and quality vary widely with who is on shift. Institutional knowledge can leave with each transition and new function that is introduced. SLA risks often surface too late for the team to act, and AI initiatives stall when they cannot reach the systems where the work happens. The problem is the absence of a single intelligence layer where support gets done.

PwC's support assistant embeds AI into the support workflow itself, collapsing what today is a hunt across systems into a single workspace where analysts ask, act, and resolve.

Behind that single interface sits an orchestration agent that can retrieve across every connected source, reason over grounded institutional knowledge, and then act to help drive resolution. PwC’s solution continuously ingests the knowledge an operation already has from SharePoint content and incident logs to runbooks, SOPs, and project documentation, and pairs it with live system data, connecting to the ITSM or ERP platforms of your choice, such as SAP, Oracle, Workday, Salesforce, or others, through governed and authenticated connections.

Each response is permission-aware and citation-backed, so an analyst can see similar incidents, next-most effective steps, and automatically enriched tickets grounded in what’s actually happening in the system with the sources behind every answer.

PwC's support assistant does more than answer in the moment. It works through a governed access layer with total audit traceability, giving clients the transparency they expect.

What embedded support intelligence makes possible

• Faster resolution: Reduce incident resolution time by 30 to 45 percent.
• Consistent quality across multiple support teams: Deliver the same high standard of support, no matter which team or specialist handles the issue.
• Knowledge that stays: Capture knowledge-transition sessions and artifacts as validated, searchable SOPs, so expertise persists through transitions and new analysts get productive sooner.
• Risks caught earlier: Monitor KPIs and SLAs and surface anomalies in real-time.
• Thousands of hours back: Save an estimated 25%+ of operational hours each year.
• Scalable, governed AI: Extend one platform across offerings such as Workday, SAP, and Oracle, with citation-backed, auditable answers and no bespoke integrations.

PwC's support assistant provides organizations with a single intelligence layer that can replace scattered searching and siloed knowledge with a complete, current view and the answers to act on it. Support leaders can view performance across teams — enhancing resource allocation, resolving incidents faster with cited answers, proactively identifying recurring problems and catching SLA risks before they breach — while the expertise that once left with transitions stays and compounds. This enables IT teams to significantly increase responsiveness and quality and reallocate reactive support costs into higher value IT services.