Project Category: Case Study
Powering Smarter Private Jet Charter Advisory
Business Objectives:
- Enhance operational visibility
- Power seamless collaboration
- Centralize trip planning & management
Industry
Private Aviation / Travel
Solutions:
Custom web application to streamline trip management & sales.
Results:
- Centralized management
- Efficient trip planning
- Streamlined documentation
- Real-time insights into business performance
Location:
USA
About the Client
The client is a trusted private jet charter advisor. Founded by industry professionals, the organization brings over 20 years of combined expertise in aircraft brokerage, charter operations, and aviation advisory. They offer personalized guidance to help customers make informed decisions at every stage of travel, from choosing private charter operators to aircraft, pricing, and lounge services.
The client serves as an intermediary between customers and private charter operators. Their operations rely on critical information and constant collaboration. They wanted to leverage technology to centralize customer management, charter operations, sales, finance, and reporting into one connected system. This could help them improve operational visibility and control.
Case Overview
Fingent proposed a custom web application to manage the client’s 36-step sales process. The solution covers the entire workflow, from receiving a customer request to trip release, reporting, and post-trip activities. It includes dedicated modules for Planning Trips, Sales Funnel, CRM, Aircraft Information, Airport Details, and Reports & Analytics.
The application strengthens the client’s ability to manage private charter operations efficiently. Integrations with third-party tools like Tuvoli, Avinode, AC-U-KWIK, and existing client systems boost the app's performance a step ahead. Overall, the app helps connect critical workflows, improves collaboration, and provides greater visibility across the business.
CHALLENGES
Roadblocks Faced In The Existing Systems
Improve end-to-end workflow visibility
Streamline charter request and booking processes
Centralize data and management
Strengthen reporting and business insights
Connect sales, operations, and finance workflows
SOLUTION
Fingent’s Approach - Modernizing Trip Planning with Customized Technology
The application empowers the team to manage the entire sales cycle, from initial customer contact to post-trip activities, from a single application. Users can also store and manage documents, customer communications, and other critical data in one place. This improves transparency and makes information easier to access.
The application also provides quick, actionable insights. Users can see which operators generate the most sales, which aircraft are used most often, and how the business is performing overall.
End-to-end trip management
CRM for client and operator management
Sales funnel management
Easy access to aircraft and airport information
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BENEFITS
Making An Impact On Client Success
The application helps streamline workflows and drive operational visibility. Centralized data management simplifies collaboration and strengthens data security. Users can manage customer communications, trip details, and important documents all from a single platform. This improves transparency and reduces the complexity of managing critical information in Excel spreadsheets and disparate systems.
The application also simplifies trip release checklists. Teams can track required checks and ensure key steps are completed before a trip. This supports more consistent and well-coordinated trip operations.
Centralized management
Safer document sharing
Greater operational transparency
Real-time aircraft and operator insights
Reduced manual effort
Improved workflow
Better operational visibility
Enhanced services and brand trust
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Accelerating Boat Lift Design & Sales with 3D Configurator
Challenges:
- Lack of realistic visualization of boat lift designs
- Lengthy quoting process involving multiple teams
- No instant design and quoting tool for sales
Industry
Marine Construction
Solutions:
Custom web application configurator with 2D & 3D visualization
Results:
- Realistic 2D, 3D view of custom designs .
- Faster and accurate quote generation.
- Reduced sales cycle time.
- Ability to drive higher close rates.
Location:
Midwest USA
About the Client
The client is a Wisconsin-based marine construction company providing waterfront solutions for residential and commercial properties. They specialize in designing, installing, and servicing piers, docks, and boat lifts across Southeastern Wisconsin. The organization combines experienced design, engineering, fabrication, installation, and service capabilities to deliver reliable waterfront systems. Its approach focuses on creating durable solutions that help property owners protect their watercraft and make better use of their waterfront spaces.
Designing boat lifts requires input from multiple teams, including designers, engineers, and the installation crew. The process typically begins with the design team creating a custom CAD representation of the proposed site. Sales representatives then run multiple rounds of discussions with customers and designers to finalize the design. Generating quotes also needed sales reps to manually map designs with entry lists to create a Bill of Materials. The process was time-consuming and slowed the sales process.
Case Overview
Fingent proposed a Custom Configurator Web Application with 2D and 3D design capabilities. The app is accessible to the client’s sales team, engineers, and administrators, improving collaboration and eliminating multiple rounds of discussions. It also integrates with the client’s ERP, Oracle NetSuite, to automate calculations. This helps sales reps instantly analyze the approved design, identify the required materials, dimensions, and components, retrieves the corresponding inventory and pricing data, and generate quotes with actual prices.
The application empowers sales representatives to create and showcase customer-specific boat lift designs on the spot. They can make design changes, visualize the structure in 3D, and respond to customer requirements without waiting for input from other teams. The application significantly reduces the time and manual effort involved in preparing quotes. The automated process can reduce quoting effort by 60–70% while improving pricing accuracy.
CHALLENGES
Roadblocks Faced In The Existing Systems
Heavy dependence on multiple teams for design
Manual mapping of components to inventory in ERP system
Limitations in getting a realistic view of proposed designs
Longer quote preparation and approval times
Longer sales cycles risking deal closures
SOLUTION
Fingent’s Approach - Custom Configurator Web Application with 2D and 3D Design
The configurator enables users to seamlessly design unique boat lifts specific to a customer's requirements. Its 2D canvas allows users to adjust dimensions, select materials, and scale designs accurately. Users can also quickly place accessories using the drag-and-drop feature. The 3D view provides a realistic representation of the proposed boat lift. This helps customers better understand the final structure and make informed decisions.
The application integrates with the client’s ERP, NetSuite, to automate price calculation. When a user opts to ‘Generate Quote’, the system analyzes the approved design and identifies the required materials, dimensions, and components. It then retrieves the corresponding inventory and pricing data from NetSuite. The system generates a quote with the required Bill of Materials (BOM). Quotes can also be exported as PDFs and shared with customers for immediate review and sign-off.
2D Canvas for boat lift design
Integration with NetSuite
Realistic design visualization in 3D
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BENEFITS
Making An Impact On Client Success
The web-based configurator helps the sales team make the most of site visits, conferences, and trade shows. Faster design discussions can shorten sales cycles and potentially improve close rates by 15–20%. Instant quote generation reduces quoting effort by 60–70% while improving pricing accuracy. By linking designs with actual inventory data, the application helps teams identify required components earlier. Better design and material visibility can reduce rework and material waste, while also lowering manufacturing complexity and associated costs.
Faster and More Accurate Quoting
Shorter Sales Cycles
Higher Chances of Sales Conversion
Reduced Construction Rework and Material Wastage
60% reduction in manual effort
15-20% improved close rates
Improved workflow
Better brand reputation & trust
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Transforming Broadcast Operations Through Virtual Control
Challenges:
Lack of flexibility, operational complexity, and reliance on proprietary and expensive hardware in traditional production environments.
Industry
Media/Broadcasting
Solutions:
A Web-based Broadcast Production Control Platform
Results:
- Ability to scale production capacity without additional hardware or operator constraints.
- Remote and virtual production control from anywhere.
- Simplified operations through a single, unified control interface.
- Reduces reliance on proprietary hardware.
Location:
Australia
About the Client
The client is a leading broadcast and media technology company. With over 40 years of industry experience, the organization operates across Australia, New Zealand, and the Asia-Pacific regions with expertise in systems integration, media software development, workflow automation, and innovative broadcast technology solutions.
Broadcast and media companies face multiple challenges in a traditional production control environment. Most companies are stuck with rigid legacy production systems built for a single purpose. This makes it difficult for organizations to adapt to changing needs without completely reinventing their technology stack. Operating under such a setup often requires multiple operators to manage various tasks across separate systems, making operations complex and necessitating expansion of physical infrastructure.
Case Overview
Fingent partnered with the client to help develop a web-based production control platform that simplifies and modernizes live production/ boradcast workflows. The solution brings live video directly into the browser, allowing teams to manage and control productions remotely from anywhere.
The application helps consolidate multiple production functions like device control, live video feeds, graphics, dynamic branding and metadata, and production switching into a single intuitive interface. This centralized approach simplifies operations, improves resource utilization, and removes the physical constraints traditionally associated with production environments. The application is a modern production ecosystem that reduces complexity, increases operational agility, and supports growth without the limitations of traditional hardware-centric systems.
CHALLENGES
Roadblocks Faced In The Existing Systems
Operational Complexity Across Multiple Systems
Reliance on Proprietary and Expensive Hardware
High Manpower Requirements
Integration Gaps with Existing Products
Production Scaling Limitations
SOLUTION
Fingent’s Approach - A Web-based Production Control Platform
The application helps consolidate multiple production functions into a single intuitive interface. With the application, users can enable device control, live video feeds, graphics, dynamic branding and metadata, and production switching all from a single point.
The application is entirely built on commercial off-the-shelf (COTS) hardware. This offers users flexible deployment options across on-premises environments, private infrastructure, and the cloud. Native integration with Microsoft Entra provides secure identity and access management.
Complete and streamlined control over device management.
Live, low-latency WebRTC video directly into the browser.
Operators can trigger sequential actions with a single customizable button.
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BENEFITS
Making An Impact On Client Success
The application enables broadcasters to modernize production workflows without undertaking costly infrastructure overhauls. The virtual control room feature is especially a game-changer that centralizes operations, improves resource utilization, and removes the physical constraints traditionally associated with production environments. For organizations using the Panasonic KAIROS platform, the application unlocks even greater flexibility by enabling multiple productions to be managed simultaneously through a unified control environment. Overall, the application is a modern production ecosystem that reduces complexity, increases operational agility, and supports growth without limitations.
Modernizes production workflows without replacing existing systems.
Supports a wide range of production devices through a hardware-agnostic architecture.
Eliminates the need for dedicated broadcast monitors through browser-based video previews.
Ensures operational continuity even when connected devices experience failures.
Ability to scale without limits
Simplified operations
Improved operational flexibility
Modernization without costly overhauls
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Redefining Sales for Marine Construction with 3D Configurator
Challenges:
- Complex and lengthy multi-team quoting process
- Lack of an instant, sales-driven tool to drive higher close rates
Industry
Marine & Dock Construction
Solutions:
Custom web application configurator with 2D & 3D visualization
Results:
- Realistic 2D, 3D view of custom designs
- Faster and accurate quote generation
- Reduced sales cycle time
- Ability to drive higher close rates
Location:
Midwest USA
About the Client
The client is a marine construction company that provides end-to-end waterfront construction solutions. From design and structural engineering to fabrication and installation, they manage the entire process under one roof. They strive to construct waterfront spaces that are functional, aesthetically pleasing, and built to last, helping businesses and families enjoy memorable experiences by the water for years to come.
The company’s quote creation process often involves input from multiple teams, including designers, engineers, and the installation crew. A typical process required the design team to create a custom CAD representation of the proposed site. Each component in the design then had to be mapped to its corresponding cost in NetSuite, the company’s ERP system. This made it difficult for sales representatives to provide customers with an immediate visual and pricing estimate, delaying deal closures and slowing sales conversions.
Case Overview
Fingent proposed a Custom Configurator Web Application with 2D and 3D Design capabilities. The configurator is hosted on Azure, coded in React with WebGL & 3JS for 3D visualization, and accessible to the client’s sales team, engineers, and administrators. Admins have ACL controls over the User Module and Product Module, which list SKUs covering over 2,000 parts each, with their pricing & stock information in the client’s ERP (Oracle NetSuite).
The application enables the sales team to design docks on the go. They can create and present designs in real time during client conversations, giving customers a clearer view of the proposed structure and its specifications. Designs can be quickly assembled & modified using pre-existing parts or templates, visualized in 2D and 3D, and exported (to PDF). Quotes can be generated with a Bill of Materials (BoM) and instantly approved. This helps the sales team communicate design ideas more effectively, drive faster decisions, potentially reducing sales cycles.
CHALLENGES
Roadblocks Faced In The Existing Systems
Complex, multi-team quoting process
No instant design-to-quote capability
Limitations to visualize proposed designs
Longer quote preparation and approval times
Longer sales cycles
SOLUTION
Fingent’s Approach - Custom Configurator Web Application with 2D and 3D Design
The Custom 3D Configurator application makes it easy for users to create dock designs from scratch. Its 2D design canvas allows users to scale docks to the desired size and drag and drop accessories such as flagpoles, benches, and Dockboxes into the layout.
The application also integrates with Oracle NetSuite, the client’s ERP system, allowing users to access part numbers and automatically fetch the corresponding prices to generate quotes instantly with BOM (Bill of Materials).
2D & 3D design visualization
Drag-and-drop accessories
Integration with NetSuite automates price calculation
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BENEFITS
Making An Impact On Client Success
The web-based configurator strengthens the client’s sales process with real-time 2D and 3D dock design and visualization. Sales teams can create and present custom designs on the go, refine them in real-time, and drive faster customer decisions. The application further accelerates sales by converting approved designs into accurate quotes and Bills of Materials (BoM). This reduces manual handoffs and quote preparation effort. Teams can move from design approval to pricing almost instantly, cutting quote creation time and shortening sales cycles.
Can cut quote creation time by up to 60- 70%
Better clarity of design with 2D & 3D visualization
Sales cycles can be shortened by 15-20%
Chances for higher close rates
Reduces manual effort
Improved workflow
Better client conversations
Boosted customer trust
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Modernizing HRM/Payroll Application with SaaS Multi-Tenant Architecture
Challenges:
The company’s legacy platforms limited their scaling opportunities. Performance optimization was also becoming difficult. The company wanted to make a shift to a truly cloud-first, future-ready platform.
Industry
Technology
Solutions:
Modernization with SaaS Multi-Tenant Architecture
Results:
The scalable SaaS foundation enables smooth business expansion while delivering improved speed, stability, and a better user experience. Its centralized, cloud-native architecture also helps reduce operational overhead and simplify management.
Location:
US
About the Client
The client is a well-established provider of HR and payroll solutions. They focus on helping businesses across the Caribbean to streamline and simplify their workforce operations. Their platforms are designed to improve efficiency, ensure compliance with local regulations, and make everyday HR processes like payroll management, work permits, and employee data handling more seamless.
The client utilized an HRM solution that was largely monolithic. It made it harder to scale, optimize, and fully leverage modern cloud capabilities. As their customer base grew, the company wanted a more scalable, efficient, and modern architecture. Although they initiated an app migration to a scalable Azure SaaS model, the transition was largely a lift-and-shift effort to preserve the legacy structures and functionalities.
Case Overview
With multiple deployment models still in play, maintaining consistency and efficiency became increasingly complex. The client was in need of a development team that could offer a structured approach to modernize the platform, resolve technical issues, and make the application truly cloud-first, scalable, and future-ready.
Fingent addressed the requirement through a streamlined approach, beginning with a comprehensive analysis of the existing SaaS architecture. The next move involved identifying gaps and prioritizing pending tasks. It was followed by building a product plan with clearly defined milestones to migrate 60% of the existing clients into the new cloud platform and enable continuous improvement.
CHALLENGES
Roadblocks Faced In The Existing Systems
Legacy platforms and outdated technology
Complex system architecture
Limitations to scale
Inability to optimize operations over time
Lack of a truly cloud-first, future-ready solution
SOLUTION
Fingent’s Approach - Modernization with SaaS Multi-Tenant Architecture
At the core, the solution involved optimizing the existing codebase. This included refining the legacy components and introducing asynchronous processing where needed. The focus remained on improving the overall system efficiency through a secure, scalable SaaS model powered by a multi-tenant Azure architecture.
To support scalability, the application was further aligned with Azure PaaS capabilities. A strategic migration of the environment to the Canada Central region was also enforced to ensure better compliance and performance for regional users.
Focus on modernizing the user experience
SaaS Go-live and migration plan ensured a smooth transition
Building future-ready capabilities enabling subscription-based billing models
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BENEFITS
Making An Impact On Client Success
With a strong foundation in place, the client is positioned to transition from a legacy-driven system to a modern, scalable SaaS platform. The optimized multi-tenant architecture and improved codebase are expected to significantly enhance system performance. With improved stability and user experience, the system can even support larger organizations with complex workforce needs. A centralized and cloud-native management reduces operational overhead while enabling faster onboarding of new clients. This boosts the company’s ability to smoothly expand into new markets.
Scalable SaaS foundation to support rapid onboarding and smooth expansion
Enhanced speed, stability, and overall user experience with code optimization
Region-specific hosting ensures better compliance and lower latency
Reduced operational overhead with a centralized, cloud-native management
Enhanced data security
Seamless expansion
Performance optimization
Cost optimization
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OCR Invoice Automation and Calculation
Challenges:
Manual ticket verification increased invoicing time. Detention tickets accounted for 20% of total daily orders.
Industry
Logistics
Solutions:
OCR Invoice Automation - AI-powered Ticket Time Extraction System
Results:
Increased autoinvoicing from 40% to 70% reduced manual interventions and processing delays, accelerating invoice completion and payment timelines.
Location:
US
About the Client
The client is a mid-sized transportation logistics company with an annual revenue of $20 million and an average of 10,000 orders per month. Operating across the mainland USA, the company partners with major oil refineries and other logistics providers to deliver comprehensive services to customers nationwide.
The company operated in a fast-paced logistics environment but continued to rely on physical paper tickets as proof of delivery and supporting documentation for invoicing. These tickets included handwritten timings, which were essential for calculating detention time at pickup and drop-off locations. Detention tickets accounted for 20% of total daily orders. The accounting team was required to manually verify these handwritten timings and apply the rate sheet to charge customers accordingly. This manual process created significant operational challenges. It required substantial labor. Extended billing cycles and delayed payments limited the team’s ability to process invoices efficiently.
Case Overview
The manual verification process consumed over 600 hours annually and delayed the issuance of detention invoices, impacting cash flow. During peak seasons, the growing volume of detention tickets further increased verification time. This extended invoicing cycles and added to manual labor requirements.
The company recognized that their customers would prefer to continue using physical tickets. Fingent thus proposed OCR Invoice Automation with AI-powered Ticket Time Extraction System that used Azure’s custom Document Intelligence model for handwriting recognition. This solution enabled the company to automate timing capture without changing processes for drivers or customers. The implementation reduced human errors, accelerated invoicing, and improved operational efficiency. Initial concerns about handwriting recognition accuracy were addressed by retraining the model with over 100 tickets, achieving an accuracy rate exceeding 95% for each ticket.
CHALLENGES
Roadblocks Faced In The Existing Systems
Excessive manual labor and cost.
Slow process. Extended billing cycles.
Frequent errors and inefficiencies.
Delayed invoicing and payments.
Delayed tickets accounted for 20% of total daily orders.
SOLUTION
Fingent’s Approach - A Custom AI-Powered Ticketing System
The AI-powered Ticket Time Extraction System for OCR Invoice Automation was developed using Microsoft Azure Document Intelligence. The solution automates the entire process—from document upload to data validation—ensuring accurate, consistent, and real-time extraction of key ticket details. Uploaded ticket images and documents are first classified through a Custom Document Classification Model, confirming standard formats before extraction.
Once validated, the system employs a Custom Data Extraction Model that leverages OCR and layout-based recognition to identify ticket timings, dates, and other essential fields from both structured and semi-structured documents. The extracted data is automatically transmitted back to the customer’s portal through secure API integration, where it is verified and matched against order details for accuracy and consistency.
Automated document classification and extraction using Azure Document Intelligence.
Intelligent calculation module ensures precision by automatically matching extracted timings with order details.
End-to-end integration with the customer portal for real-time validation and data synchronization.
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IMPLEMENTATION JOURNEY
Ensuring a Successful and Smooth AI Transition
The OCR Invoice Automation was implemented through four phases. It began with a detailed feasibility and design phase, where the existing automation process was analyzed to identify inefficiencies within the 59% automation baseline. Multiple OCR and vision models—including Azure Document Intelligence and Google OCR—were evaluated for accuracy and reliability. Based on this assessment, AI-driven calculation workflows were designed and aligned with order validation rules.
During the development and integration phase, the team built a robust document upload pipeline using Azure APIs and developed a document identification model for standardized invoice recognition. OCR, validation logic, and calculation modules were integrated with the client’s existing systems, followed by the implementation of exception handling workflows and an intuitive user interface for accounting staff review. Subsequent pilot and rollout phases focused on model fine-tuning, feedback-driven optimization, and full-scale deployment across all invoice types.
Launched a pilot with a subset of invoices in the preproduction environment.
Fine-tuned extraction models for handwritten and scanned tickets.
Optimized calculation logic for detention time validation.
Expanded automation across all invoice types. Incorporated user feedback loops for correction and learning.
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BENEFITS
Making An Impact On Client Success
The OCR Invoice Automation with an AI-powered ticket time extraction system delivered measurable improvements across efficiency, accuracy, and operational performance. By automating core processes and reducing manual dependency, the system enhanced data reliability. In addition, it accelerated invoicing and empowered teams with actionable insights for continuous optimization.
Automation Efficiency: Increased autoinvoicing from 40% to 70%, reducing manual interventions.
Accuracy Gains: Significant reduction in errors through advanced OCR and calculation validation
Faster Invoicing Cycles: Reduced processing delays, accelerating invoice completion and payment timelines.
Data-Driven Insights: Reports provided visibility into error patterns, enabling continuous process improvement.
Faster invoicing
Enhanced accuracy
Intelligent decisions
Reduced operational costs
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Redefining Customer Support With a Custom AI Ticketing System
Challenges:
Manual email triage and ticket routing led to a time-consuming, inconsistent, and error-prone process, often leading to misclassified or delayed tickets.
Industry
Electronics
Solutions:
A Custom AI-Powered Ticketing System
Results:
80% reduction in manual handling time, a 40% boost in agent productivity, and significantly faster issue resolution with automated email parsing, ticket creation, and intelligent routing.
Location:
Japan
About the Client
The client is a global technology and electronics corporation employing over 110,000 people across 40+ countries. The company delivers solutions in IT infrastructure, communications systems, and enterprise services for both commercial and government customers. Its global support organization handles tens of thousands of service requests monthly, spanning enterprise servers, network devices, and digital transformation solutions.
The client’s customer support teams managed inquiries through multiple shared inboxes, relying on manual review and entry into a legacy helpdesk platform. This process was time-consuming, inconsistent, and error-prone, often leading to misclassified or delayed tickets. Support managers had limited visibility into workloads and response times, creating uneven agent utilization and frequent SLA breaches.
Case Overview
Skilled agents were spending significant time on administrative triage instead of problem resolution. The result was slower responses, higher operational costs, and declining customer satisfaction across key business lines — prompting leadership to explore automation as a path to improved efficiency and service quality. When evaluating solutions, the client’s leadership considered two primary options: expanding their support workforce or adopting a commercial ticketing tool. Both were quickly ruled out.
Adding staff would increase costs, and off-the-shelf ticketing software lacked the required intelligence. Stakeholders from Customer Support and IT identified that the real bottleneck lay in the manual interpretation and routing of incoming emails. Fingent proposed a Custom AI Ticketing System capable of understanding message intent, categorizing issues, and routing them instantly.
CHALLENGES
Roadblocks Faced In The Existing Systems
Manual email triage and ticket routing.
Time-consuming and error-prone processes.
Excessive manual efforts. Reduced productivity.
Misclassified and delayed tickets.
Reduced customer satisfaction.
SOLUTION
Fingent’s Approach - A Custom AI-Powered Ticketing System
The custom AI Ticketing System built on Microsoft .NET, PowerApps, and Azure AI Services is tightly integrated with the client’s in-house platform. The solution automates the entire lifecycle of incoming customer inquiries — from email receipt to ticket creation and intelligent routing — eliminating manual handling while ensuring precision, visibility, and compliance across the support organization. The AI Ticketing System is orchestrated through an agentic architecture. Distinct agents handle specific reasoning tasks.
The AI layer functions as a distributed agentic system operating within the client’s Azure environment.
Running on a serverless architecture using Azure Functions and Event Grid, the system scales automatically to process high email volumes in near real time.
All agent interactions are captured within a central observability stack powered by Azure Monitor and Application Insights, providing end-to-end transparency, compliance, and explainability.
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IMPLEMENTATION JOURNEY
Ensuring a Successful and Smooth AI Transition
The project was executed in a phased approach to ensure accuracy and user adoption. It began with a four-week pilot program focused on a single department with a high volume of structured inquiries. During this phase, we measured the AI's performance on categorization accuracy and the time saved per ticket. The pilot was an immediate success, demonstrating high accuracy in ticket categorization and proving the system's ability to handle high email volumes.
This early win built significant momentum and confidence among stakeholders. Following the pilot, the system was rolled out to subsequent departments over two months. Fingent conducted comprehensive training sessions for administrators and support agents, familiarizing them with the new automated workflows and the powerful reporting features of the Admin and Agent dashboards. One key challenge was ensuring the AI agents understood domain-specific product terms and acronyms that frequently appeared in support emails. Another challenge was latency during peak load.
Instead of model retraining, Fingent introduced a lightweight terminology-mapping module powered by a curated reference database.
This improved interpretation accuracy without modifying the base LLMs.
Event-driven batching and asynchronous queue management were implemented to resolve latency during peak load.
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BENEFITS
Making An Impact On Client Success
The AI Ticketing System architecture employs a modular, service-oriented design, integrated via secure REST APIs with internal tools, identity management systems (AD), and reporting interfaces. Built within the client’s private Azure infrastructure, the solution adheres to enterprise-grade governance, security, and data retention standards, ensuring robust performance, auditability, and operational resilience. Although the system has recently been deployed, the anticipated impact based on pilot results and performance projections is transformative. The company anticipates a dramatic reduction in manual labor and a surge in productivity.
Efficiency Improvement: Time spent on manual ticket creation, categorization, and routing will be reduced by up to 80%.
Faster Resolution Times: Time-to-resolution is expected to decrease significantly, directly boosting customer satisfaction.
Increased Productivity: Expected to increase overall agent productivity and capacity by an estimated 40%.
Enhanced Transparency: The new Admin Dashboard provides managers with real-time visibility into ticket volumes, agent activity, and more.
Reduced manual efforts
Boosted agent productivity
Faster & simplified processes
Enhanced customer experience
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Zero-Downtime High-Scale Platform Modernization for a 10 Million-Download Media App
A mission-critical modernization executed without downtime. Learn how Fingent rebuilt core systems, APIs, and mobile experiences while millions of users stayed continuously online.
Challenges:
Overhaul the legacy system without disrupting ongoing operations to future-proof the website and mobile app of a religious media conglomerate.
Industry
Media/Nonprofit
Solutions:
Transformed a legacy platform into a scalable, future-ready digital platform for website and mobile app.
Results:
A modern, scalable, and future-ready tech stack that will support the future growth of the app across mobile and web platforms.
Location:
US
About the Client
One of the largest U.S.-based faith-driven media conglomerates known for producing faith-based, educational, and inspirational content across television, radio, and digital platforms. They wanted a website and mobile apps (Android & iOS) to help children learn timeless moral values and life lessons through engaging, Bible-based animated stories.
The vision was to bring the scriptures to life for families worldwide through an interactive adventure series featuring two time-traveling children and their robot companion. This concept quickly gained popularity and raked up 10 Million+ downloads in Android and iTunes app stores.
Case Overview
Fingent collaborated with the global faith-based media organization to modernize the tech stack without disrupting existing app services, ensuring uninterrupted access for users throughout the transition.
Both the backend and frontend architecture were replaced and upgraded to the latest version of a carefully assembled tech stack.
The project resulted in a complete overhaul of a near-obsolete legacy system, replacing it with a secure, scalable, and future-ready platform built to support over 3 million users while setting the ground for future expansion.
CHALLENGES
Pain Points in Existing Architecture
Upgrading the architecture without disrupting ongoing operations
Legacy mobile tech stack no longer supported
Urgent need to modernize the architecture to sustain growth
Complex CMS upgrade of large volume, structure, and content organization.
SOLUTION
Modernizing a Legacy System for a Global Faith-Based Media Organization
Fingent modernized the client’s existing platform to deliver a scalable, secure, and high-performing solution capable of handling over 20,000 concurrent users. The project emphasized modernizing the obsolete tech stack, a complete revamp of backend architecture, optimizing app performance, and ensuring uninterrupted access during the transition.
Complete backend revamp with federated GraphQL via WunderGraph, Azure Functions for serverless scaling, and multi-layered caching
Expanded capabilities in Node.js and native app development for a superior user experience
Implemented a SmartClient architecture to enhance flexibility and responsiveness
Conducted high-scale performance testing using Azure Load Testing to ensure stability for up to 20,000 concurrent users
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BENEFITS
Creating Lasting Value Through Modernization
The modernization initiative transformed the client’s platform into a modern, high-performing, future-proof, secure, and scalable solution. By enhancing system efficiency and ensuring uninterrupted service, Fingent helped the organization sustain its current audience while building a scalable foundation to expand its global reach further.
Maximized scalability and improved performance to support peak user volumes
Extensive testing across different call types, agent performance levels, and edge cases ensured reliable operation before deployment.
Streamlined data flow and elimination of data silos through Wundergraph API integration
Seamless migration with zero downtime during the architecture transition
Improved security and maintainability through the Drupal 10 upgrade
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Transforming Call Center Quality Assurance with AI-Powered Automation
Challenges:
- Quality Assurance evaluated only 3% of 9400 daily calls across 350 agents.
- Lack of visibility into widespread performance trends and compliance risks. Inability to identify customer satisfaction drivers.
- The manual QA process consumed 2,550 hours monthly.
- QA operational cost estimated at $0.7 million annually.
Industry
Media/Nonprofit
Solutions:
AI-Powered Call Center Agent Scoring Application
Results:
Evaluation coverage from 3% to 100% of all calls. Complete visibility of agent performance across all interaction types, times, and customer segments. Quick identification of performance gaps and training needs. Reduced manual efforts and operational costs.
Location:
US
About the Client
The client is a diversified media organization with an annual revenue of approximately $700 million and a workforce of over 1,500 employees. Operating across content production, broadcasting, digital media distribution, and publishing, the company serves millions of customers worldwide. With a strong focus on innovation, it continuously adapts to emerging technologies to stay competitive in the dynamic media landscape.
The organization's call center handles an average of 9400 calls daily, through 350 customer service agents. However, their quality assurance program faced significant limitations. With only 12 dedicated QA agents, they could evaluate approximately 280 calls per day, which was just 3% of total call volume. This sampling bias prevented an accurate assessment of agent performance. Critical compliance issues or customer experience problems went undetected in the remaining 97% of calls. Coaching interventions were delayed by weeks due to insufficient data coverage.
Case Overview
The manual QA process consumed approximately 2,550 hours monthly, costing an estimated $0.7 million annually in QA labor alone. More critically, the organization lacked visibility into widespread performance trends, compliance risks, and customer satisfaction drivers. This limited their ability to proactively improve service quality and agent performance.
The organization's leadership evaluated several alternatives, including hiring additional QA staff, implementing traditional call monitoring software, and using off-the-shelf solutions. However, these approaches would scale costs linearly due to the fundamental limitation of sampling-based evaluation. Moreover, off-the-shelf software could not provide the quality and specificity of evaluation. The decision to pursue AI-powered automation was driven by the technology's unique capability to evaluate 100% of interactions while maintaining consistent scoring standards.
CHALLENGES
Roadblocks Faced In The Existing Systems
Inability to accurately assess agent performance
Limited QA coverage –only 3% calls were reviewed
Major compliance and customer experience issues went undetected
High manual QA efforts and costs –2,550 hours monthly, costing an estimated $0.7 million annually
Limitations to proactively improve service quality and agent performance
SOLUTION
Fingent’s Approach - AI-Powered Call Center Agent Scoring Application
Fingent implemented a comprehensive AI-based Call Center Agent Scoring Application built on Microsoft Azure's cloud-native serverless architecture. The solution utilizes Azure Functions and Azure OpenAI Service with multiple GPT models for intelligent cost-optimized processing. The system processes call transcripts through a sophisticated pipeline featuring pre-processing modules for text normalization and PII removal.
Advanced model-specific prompt engineering utilizing few-shot in-context learning with domain-specific knowledge injection is used to transform the organization's 10-criterion scorecard into structured evaluation instructions. Call ingestion occurs via REST API integration with the existing contact center platform. This triggers workflows that orchestrate evaluation through configurable sampling strategies—from targeted call types to full 100% coverage— for cost optimization.
The platform integrates bidirectionally with existing systems and business intelligence tools.
Comprehensive audit trails, data protection, and retention policies ensure compliance.
The system maintains enterprise-grade security with role-based access control and integration with Azure Active Directory.
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IMPLEMENTATION JOURNEY
Ensuring a Successful and Smooth AI Transition
The implementation began with a comprehensive feasibility study involving detailed analysis of the organization's existing QA criteria, call types, and evaluation processes. The team conducted extensive testing of different evaluation strategies and LLM models to identify optimal performance and cost. The development phase focused on building the core Azure-based application backend, the PostgreSQL, and the CosmosDB. This was done by establishing secure API connections with their existing contact center platform for automated transcript ingestion.
The rollout phase began with a pilot program covering specific call types and agent groups, gradually expanding to full deployment across all 350 agents. This phase involved fine-tuning based on real-world performance data, optimizing cost efficiency and processing strategies, and training managers and QA staff on the new system capabilities. Throughout the implementation, Fingent maintained a strong stakeholder engagement with regular progress updates, addressed technical challenges through iterative problem-solving, and ensured seamless integration with existing workflows to minimize operational disruption.
Developed a React-based user interface for QA supervisors and managers to review and modify AI evaluations.
Extensive testing across different call types, agent performance levels, and edge cases ensured reliable operation before deployment.
Implemented comprehensive audit trails and integration with Power BI for reporting.
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BENEFITS
Making An Impact On Client Success
The AI-powered QA solution delivered improvements across multiple dimensions of the organization's call center operations. The most significant achievement was expanding evaluation coverage from 3% to 100% of all calls—a massive increase in visibility. This comprehensive coverage eliminated sampling bias and provided the first complete picture of agent performance across all interaction types, times, and customer segments. The automation generated substantial cost savings by reducing manual QA labor requirements significantly. QA staff can now focus on strategic coaching, trend analysis, and complex cases requiring human judgment.
Coaches and managers gain access to comprehensive, objective performance data enabling fair and accurate agent assessments.
Data-driven decisions can be made about training programs, coaching priorities, and performance management.
The system provides the base to identify performance patterns, compliance risks, and improvement opportunities at scale
Real-time alerts for compliance violations and quality issues enable immediate intervention.
Quick identification of issues
Strategic, data-driven training approaches
Reduced QA operational costs
Improved service quality & agent performance
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Unlocking Marketing Intelligence with a Conversational AI Agent
Challenges:
The marketing team lacked access to actionable intelligence from 9,400 daily call center interactions. This limited their understanding of their customer behavior and changing trends.
Industry
Media/Nonprofit
Solutions:
Custom Conversational AI Agent to unlock marketing intelligence
Results:
Accelerated campaign development by 3 weeks. Faster intelligence gathering process. Enhanced clarity on customer needs and behavior. Data-driven and targeted marketing campaigns. Improved user engagement and brand trust.
Location:
US
About the Client
The client is a diversified media organization with an annual revenue of approximately $700 million and a workforce of over 1,500 employees. The company operates across multiple verticals, including content production, broadcasting, digital media distribution, and publishing, serving millions of customers worldwide. The company focuses on evolving with emerging technologies to stay competitive in a rapidly changing media landscape.
The company handles approximately 9,400 call center interactions daily. It's equivalent to 3.4 million annual conversations' worth of untapped user feedback. However, the marketing team had no scalable method to analyze these conversations. This left them unable to identify trends, measure sentiment, or understand the specific needs and motivations of their users, despite having an excellent data source at hand.
Case Overview
The lack of insight was a significant opportunity cost. Marketing campaigns were designed with incomplete information, limiting their effectiveness and ROI. Product development was reactive, relying on delayed or indirect feedback rather than real-time data. Crucially, the organization was missing the ability to proactively understand its users, which is essential for building loyalty and driving engagement in a competitive media landscape.
The leadership evaluated expanding customer surveys and manual call analysis teams. But surveys yielded low response rates, while manual analysis was unscalable and too expensive. Fingent recognized that an AI Agent-based solution can analyze 100% of call data in real-time while leveraging existing infrastructure from a parallel call center agent evaluation project. The initial concerns about AI accuracy and implementation complexity were addressed through a phased PoC and MVP approach, which demonstrated quick wins during the design phase.
CHALLENGES
Roadblocks Faced In The Existing Systems
Inability to convert 3.4 million annual customer interactions into insightful data
Manual and weeks-long intelligence gathering process
Inability to proactively understand customer needs and behavior
Lack of data-driven campaign development
Inability to build brand loyalty and drive customer engagement
SOLUTION
Fingent’s Approach - Custom Conversational AI Agent
The conversational agentic AI system was built on a cloud-native serverless architecture using Azure Functions. The solution features a React-based conversational chat interface embedded into the client's internal applications for easy access. Marketing users query the data using natural language, which is then routed to AI agents equipped with specialized tools.
The stack is designed for modularity and scalability, leveraging Python’s async capabilities for low-latency API interactions, paired with a responsive React-based front end. The serverless architecture using Azure Functions ensures efficient resource utilization. The system leverages PostgreSQL with pgvector to store embeddings for RAG ( Retrieval Augmented Generation), and a NoSQL store for unstructured data. The system includes a data pre-processing pipeline that embeds relevant data, stores metadata, and generates additional contextual information. The agentic AI system is powered by Azure OpenAI for planning and execution.
The system uses both REST APIs and MCP (Model Context Protocol) to access data and tools.
The architecture prioritizes scalability, fault tolerance, and extensibility.
Azure AD, RBAC, and additional security measures ensure enterprise-grade compliance.
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IMPLEMENTATION JOURNEY
Ensuring a Successful and Smooth AI Transition
Implementation began after validating the concept and identifying strategies to overcome key bottlenecks via multiple PoCs. The three-month project was structured across three distinct phases to ensure an agile and effective rollout.
Throughout the project, the team successfully navigated key challenges related to performance and data accuracy. To ensure fast response times when querying large volumes of data, the system's architecture was optimized for efficient data processing and caching. The reliability of the AI-generated insights was ensured by a validation process that combined automated confidence scores and source citations. This practical approach ensured the final tool was fast and reliable.
Phase 1 - Scope & Design: This initial phase of one month focused on identifying the core set of business questions, designing the agentic AI architecture, creating the data processing pipelines, and creating UI mocks.
Phase 3 - Pilot Rollout & Iteration: Early wins included successfully answering 78% of initial queries and reducing typical research tasks from hours to minutes.
Phase 2 - Development & Integration: The core development phase included building the React-based chat interface, developing the AI agent and its backend tools on Azure, establishing the data integration with their contact center platform, and finishing with a week of testing with various sample scenarios.
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BENEFITS
Making An Impact On Client Success
The solution transformed the marketing team’s intelligence gathering from a manual, weeks-long process to instant query resolution, accelerating campaign development time by 3 weeks. Estimated time savings averaged 85%, with some tasks that previously required over 4 hours of manual research now completed in under 15 minutes. This new capability led to several measurable improvements in marketing and product development operations.
Data-Driven Campaign Development: The team could now design campaigns based on a real-time understanding of user needs, concerns, and sentiment.
Efficient Content Generation: The ability to query the entire call database allowed for the rapid identification of powerful user testimonials and stories for use in content.
Accelerated Product Improvement Cycles: Direct, unfiltered feedback on products and services could be analyzed at scale to identify and prioritize enhancements.
Enhanced Regional Analysis: The marketing team could now perform demographic and regional analysis to create more user-specific strategies.
Improved customer engagement
Customer-specific marketing campaigns
Agile decisions in product strategy
Enhanced brand trust & loyalty
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