The Navy Enterprise Service Desk (NESD) project, managed by General Dynamics Information Technology Inc. (GDIT) with RSDC Group as a subcontractor, aimed to enhance IT support efficiency across the Navy's Systems Commands. The project consolidated IT service desks into a unified system, leveraging the Amelia AI platform integrated with the BMC Helix system to provide a knowledge-based solution.
RSDC Group played a crucial role in this initiative by supplying cognitive scientists, AI engineers, help desk agents, and other technical staff to ensure seamless integration and operation of the AI platform. The digital agent developed by RSDC handled phone calls and chat requests, maintaining high performance across development, QA, and production environments. RSDC also provided regular updates, status reports, and cybersecurity compliance reports to GDIT.
In addition to AI engineering, RSDC supported the NESD program by staffing the help desk with qualified customer service representatives (CSRs) who assisted end-users with technical issues related to Navy software systems. These agents handled support requests through various channels, ensuring thorough documentation and adherence to quality assurance standards.
RSDC's contributions significantly improved the NESD program's efficiency, resolving thousands of requests and incidents. The team's efforts were recognized through positive feedback from GDIT management and high customer satisfaction ratings. The ultimate goal of the NESD project was to enhance customer support by reducing IT issue resolution times and costs through an integrated set of processes and technologies.