What changes when systems finally work together.
At a managed security provider, the operational work that used to take 123 hours a month now gets done in 15.6. At a hospital, confirming an incident went from fifteen minutes to under one. At a health insurer, the member stopped pressing menu options: they say what they need and the conversation resolves it. At a Chilean distributor, testing security went from an annual exercise to a weekly routine.
None of these customers changed tools. Ruvic connected to what they already had — the SIEM, the ITSM, the phone system, the directory — and orchestrated the three layers that never talked to each other: the process, which was written down but executed by hand; the technology, which generated data nobody could get through; and the people, who were left for what truly demands judgment.
Three customers who authorized telling their story.
These are the cases where we can name the organization and show the operation in detail. The rest of the portfolio is presented without identifying the customer, under confidentiality agreements.
the same volume of operational work, executed by the assistant
Automated Incident Management at a Multi-Country MSSP
Creation, assignment, tracking, and escalation of incidents consolidated into a single AI layer over Teams Phone, Jira, WhatsApp, and corporate email.
View the full case →
that’s how often security is tested now
Automated Black-Box and Gray-Box Pentesting
Pentesting went from a one-off, costly exercise to a recurring weekly capability with interactive reporting.
View the full case →
across the entire selection cycle, with integrated video interviewing
AI Recruiting SaaS Platform
AI recruiting platform applied across the entire process, with integrated video interviewing.
View the full case →Find your use case
Start with the problem, not the category. Pick the one that most resembles what you’re going through and you’ll see the cases where Ruvic solved it.
members say what they need and the AI understands and resolves it
Multichannel Member Service, No IVR Menus
Healthcare · Colombia
View the case →is how long it now takes to confirm an availability incident
Automated SOC with Regulatory Reporting
Healthcare · Colombia
View the case →first level no longer depends on someone being on shift
Multichannel IT Service Desk
Healthcare · Colombia
View the case →with confidence level and clinical justification, on every validation
ICD-10 Code Validation and Classification
Healthcare · Colombia
View the case →that’s how often security is tested now
Automated Black-Box and Gray-Box Pentesting
Repuestos Caren · Chile
View the case →concentrated in three workflows that now respond on their own, 24/7
Single Control Center with 24/7 Response
Retail and consumer goods · Colombia
View the case →WhatsApp, Instagram, phone, and web with the same context
Unified Service Across Four Channels
Retail and consumer goods · Colombia
View the case →bilingual support across five channels for the entire national operation
Omnichannel Contact Center and IT Operations
Education · Colombia
View the case →is how long it takes today to confirm or rule out an alert
Monitoring with On-Premise Technical Validation
Education · Colombia
View the case →of automated phone support, with six simultaneous calls
Voice Agent for the Help Desk
Education · Colombia
View the case →users open their case by chat or by call, right where they already work
Boosting the ITSM with an AI Layer
Education · Chile
View the case →the same volume of operational work, executed by the assistant
Automated Incident Management at a Multi-Country MSSP
SecureSoft · Peru and Mexico
View the case →with 95% classification accuracy and responses in under 3 s
Multichannel Support for Product Changes and Bugs
Technology and IT · Colombia
View the case →are dismissed before reaching the NOC operator
Multi-Client NOC and Sales Automation
Technology and IT · Colombia
View the case →from the HR record to the ticket created and assigned, with no one stepping in
Employee Onboarding and Offboarding with No Manual Intervention
Technology and IT · Peru
View the case →at level one are resolved on the same call, without going to an analyst
Voice Notification of Critical Incidents
Technology and IT · Ecuador and Colombia
View the case →each tied to a SOC KPI: faster triage, lower exposure, and demonstrable compliance
Security Automation for Digital Banking
Banking and fintech · United States
View the case →from the service desk to asset monitoring, with AI response in 5 seconds or less
Service Desk and ITAM in Multi-Country Operation
Tourism and hospitality · Multi-country · Latin America
View the case →across the entire selection cycle, with integrated video interviewing
AI Recruiting SaaS Platform
MPS Group · Estados Unidos
View the case →No cases match that combination of filters. Try removing one.
About the confidentiality of these cases. Due to privacy policies and agreements with our customers and partners, most are presented without identifying the organization. For each one we state the sector, country, and scale of the operation, which is what allows you to judge its relevance. Cases that appear with the customer’s name have their express authorization to tell the story.
The capabilities that underpin these cases.
The nineteen case studies aren’t nineteen different builds: they are combinations of the same set of capabilities in production. That’s what allows a new case to go live in weeks, not months.
| Capability in production | Where it operates |
|---|---|
| Alert ingestion via API, webhook, or email | FortiSIEM · PRTG · Zabbix |
| Triage, classification, and deduplication with rules + AI | Healthcare SOC · multi-client NOC · MSSP |
| Automatic outbound calls with Spanish voice | Healthcare · Education · Retail · SOC |
| Multi-level escalation matrix with no code changes | MSSP · 3-level NOC · Retail control center |
| Case creation and update via ticketing API | Jira · Aranda · Ivanti · ServiceNow · Zendesk |
| Identity validation with two-factor authentication | MSSP · Healthcare |
| Multichannel conversational agent | Healthcare · Premium fashion · University |
| On-premise technical validation agent | Multi-client NOC · Private university |
| Indicator and SLA engine by activity | Healthcare SOC · NOC · Retail control center |
| Recurring automatic reporting | NOC · University · Retail |
| Automatic document generation from templates | Managed IT services |
| Supervised classification + LLM + semantic search | ICD-10 clinical coding |
Automated SOC with Regulatory Reporting
Automated triage of security alerts and regulatory reporting, on a SOC handling ~179 cases a month.
The challenge
In six months the SOC handled more than 1,000 cases across incidents, requests, and changes. Every SIEM alert required manual validation before creating the case in the ITSM, and the volume showed a critical concentration of load on a single specialist.
The orchestration
Ten use cases in two blocks. The first covers the full incident cycle: ingestion from the SIEM, validation against reputation databases, enrichment with the asset’s vulnerability inventory, case creation with calculated priority, and escalation by phone call with a technical voice summary. The second automates the highest-volume operations: VPN users, standard firewall rules, phishing containment, reporting to the sector CSIRT, and per-analyst workload distribution.
Results
- Availability incident confirmation in under 60 seconds, versus 5–15 manual minutes
- Case creation in under 30 seconds with correct categorization above 90%
- 70–80% of VPN requests and 50–60% of firewall requests automated
- Critical incident notification in under 2 minutes with full traceability
- Mitigation of key-person dependency risk through automatic distribution
Keep exploring the case studies.
Multichannel IT Service Desk
Intake, categorization, and resolution of service desk cases with AI over voice, WhatsApp, and email.
The challenge
More than 13,000 cases logged in the ITSM in seven months. The process relied on manual entry, with inconsistent categorization and no after-hours coverage.
The orchestration
Progressive rollout in three phases across ten use cases. The first concentrated those with the greatest impact and lowest complexity: complete multichannel service with CRUD operations on the ITSM API, supplies management with escalation, and self-service password and MFA reset on the directory. The remaining cases operate in intake-and-escalation mode, with full automation reserved for later phases.
Results
- First-level service available 24/7 with no dependence on shifts
- Automatic, consistent case categorization in the ITSM
- Credential self-service with no agent intervention
- Phased scope declared transparently, avoiding overpromising
Keep exploring the case studies.
ICD-10 Code Validation and Classification
API that validates the ICD-10 code assigned to a free-text diagnosis and suggests the five most likely.
The challenge
Manual medical coding creates inconsistencies that affect clinical auditing, billing, and epidemiological analysis. A wrongly assigned code spreads to every downstream process.
The orchestration
An API service that receives the free-text diagnosis along with the assigned code and returns the validation, the clinical justification for the result, and the five most likely codes ranked by confidence. The architecture combines three layers: a supervised classification model trained on more than 300,000 samples of Colombian medical diagnoses, language models to interpret complex terminology and generate explanations, and semantic search over a vector database.
Results
- Automatic validation against the official version from the Ministry of Health
- Suggestion of the five most likely codes with confidence level
- Interpretable explanations for the healthcare professional, not a black box
- 24/7 availability via REST API
Keep exploring the case studies.
Automated Black-Box and Gray-Box Pentesting
Pentesting went from a one-off, costly exercise to a recurring weekly capability with interactive reporting.
The challenge
Traditional penetration tests are run sporadically, and extracting specific information from the findings (by asset, by criticality) requires manual analysis of static reports.
The orchestration
Automation of the black-box and gray-box test execution flow, with continuous agent updates to incorporate new scripts. It generates a detailed findings report and enables an interactive mechanism to produce on-demand reports in natural language. Execution is triggered by an authorized request through a defined channel, only if the user is authorized and within the established time windows.
Results
- Recurring weekly execution with no domain limit and up to 50 specific IPs
- Interactive on-demand reporting in natural language
- Authorization and time-window control on every execution
- Controlled sequential scans, with no impact on operations
Keep exploring the case studies.
Single Control Center with 24/7 Response
Automation layer over the immediate-response SLA activities of a national control center.
The challenge
National operation with more than 2,500 stores, dozens of distribution centers, and more than 1,500 vehicles. The control center handles 14 typified activities with immediate-response SLAs, where any delay in first contact constitutes a contractual breach. Human shift-based operation cannot guarantee instant, simultaneous response during volume peaks.
The orchestration
Automatic event ingestion and triage, automated multi-level calls according to the escalation matrix, SLA measurement per activity with deviation alerts, and automatic operational reporting by region and site. The three highest-volume flows account for about 53% of the daily load and were prioritized.
Results
- Automated first contact 24/7 across the 14 activities with immediate SLAs
- Automatic SLA measurement per activity, with full traceability
- Automated national reporting with no manual work
- Scope explicitly delimited in the proposal
Keep exploring the case studies.
Unified Service Across Four Channels
Consolidation of customer service for a high-end fashion brand across WhatsApp, voice, Instagram, and the web.
The challenge
Inquiries scattered across WhatsApp, Instagram, phone, and web, with no traceability or after-hours response. Each channel was handled manually, and availability inquiries required cross-checking between a local file and distributors.
The orchestration
Six use cases across four channels. Includes a knowledge base for FAQs and catalog, appointment scheduling with calendar integration, inventory availability lookup combining a local file with distributor sources, automated Instagram welcome messages per interaction, and human escalation by call or direct message to the person in charge.
Results
- Unified, consistent service across four channels, 24/7
- Real-time inventory lookup with no manual verification
- Automatic appointment scheduling
- Human escalation with context when the inquiry requires it
Keep exploring the case studies.
Omnichannel Contact Center and IT Operations
AI layer over the existing phone system and ITSM, in a national multi-campus operation.
The challenge
An average of more than 2,600 cases per period, of which 94.9% are requests and 68.4% come in through the phone channel. There was no comprehensive omnichannel solution, and the contact center’s service level agreement requires over 99% compliance, with national coverage across nine campuses.
The orchestration
Seven use cases deployed as an AI layer over the IP phone system and the ITSM, without replacing them. It covers omnichannel conversational service over email, web chat, WhatsApp, and Instagram, bilingual Spanish-English; automated first-level support with ticket creation and categorization; intelligent 24/7/365 monitoring of the data center; and automatic escalation by phone call according to a criticality matrix.
Results
- Immediate, concurrent service, contributing to SLA compliance
- Continuous 24/7/365 data center monitoring, with no missed alerts
- Automated first-level support with categorization in the ITSM
- Native integration on existing infrastructure, with no replacement cost
Keep exploring the case studies.
Monitoring with On-Premise Technical Validation
Agents that run active technical tests to rule out false positives before generating the ticket.
The challenge
Alerts from the monitoring platform required manual validation to tell real incidents apart from network transients, scheduled restarts, or maintenance. The process depended on staff availability per shift.
The orchestration
Two chained use cases. The first ingests the alerts and triggers on-premise validation agents that run active tests (ICMP ping, HTTP/HTTPS, DNS resolution, port scanning, and SSH) to confirm or rule out the incident; if confirmed, it creates the case in the ITSM with the technical evidence attached. The second runs automatic three-level escalation through voice calls when the alert is critical.
Results
- Alert validation in under 60 seconds versus a manual process of several minutes
- Automatic dismissal of false positives before generating a ticket
- Escalation guaranteed by a three-level matrix, with no dependence on shifts
- 24/7 operation
Keep exploring the case studies.
Voice Agent for the Help Desk
Phone handling of the most repetitive requests without human agent intervention.
The challenge
The phone channel concentrates the most repetitive, lowest-value-added requests, with seasonal peaks tied to the academic calendar.
The orchestration
A voice agent connected via SIP trunk to the phone system, with a full pipeline of speech recognition, intent understanding, and Spanish speech synthesis, initially authorized for the password reset flow through an AI call.
Results
- Capacity of 10,000 minutes a month with six concurrent sessions
- Phone service with no waiting and no dependence on shifts
- Password reset resolved on the call itself
Keep exploring the case studies.
Boosting the ITSM with an AI Layer
AI layer over the ITSM and the Microsoft tools already deployed, to justify the existing investment.
The challenge
The institution had invested in a service management platform and the Microsoft ecosystem, but the return on that investment was limited by service and monitoring processes that were still manual.
The orchestration
A conversational chatbot with a knowledge base integrated into native channels, case creation via Microsoft Teams by chat or call, monitoring of the business’s core platform with evidence logged in the ITSM, automatic escalation when systems go down, and automated generation of reports and indicators.
Results
- Case creation from Teams by chat or call, without switching tools
- Monitoring of the business core with automatically logged evidence
- Automatic escalation when systems go down
- Reports and indicators generated with no manual work
Keep exploring the case studies.
Automated Incident Management at a Multi-Country MSSP
Creation, assignment, tracking, and escalation of incidents consolidated into a single AI layer over Teams Phone, Jira, WhatsApp, and corporate email.
The challenge
SecureSoft operates managed cybersecurity services for customers in Peru and Mexico, with specialized technical towers and an escalation matrix by criticality and schedule. Incident management came in through scattered channels (email, phone, messaging) and every case required someone to read it, decide the tower and engineer, create the ticket in Jira, notify, and then follow up manually. The volume and the 24/7 response requirement meant administrative work competed with technical work.
The orchestration
Three chained flows were deployed on the customer’s own infrastructure. The first answers inbound calls through Teams Phone with identity validation and email-based two-factor authentication, and creates or looks up tickets in Jira by voice. The second receives alerts via API or email, runs first-level technical validations (ping, traceroute, DNS, IP reputation, HTTP tests) to rule out false positives, classifies criticality, and applies the three-level escalation matrix, with automatic calls if there is no response. The third periodically reviews open cases in Jira, detects those with no recent activity, and triggers reminders or escalation. Assignment to the engineer is calculated by request type and load balancing across towers.
Results
- 3,145 events processed and 359 tickets created over a 30-day period
- 107.4 hours of manual work freed up per month, 87.3% of the human equivalent
- The same volume that would take a person 123 hours is resolved in 15.6 hours of assistant time
- Simultaneous operation for Peru and Mexico customers from a single layer
- Full traceability: every attempt, time, and result is recorded in Jira
- Two-factor identity validation before creating or looking up any ticket
Keep exploring the case studies.
Multichannel Support for Product Changes and Bugs
Automated responses on the status of changes and bugs, plus end-to-end level-1 support management.
The challenge
One of the support team’s main pain points was complaints about the lack of up-to-date information on the status of product changes or reported bugs. Manually checking status and cross-referencing the development knowledge base consumed the team’s time on every request.
The orchestration
Three use cases. The first automates responses on changes and bugs: the AI receives the email, identifies the affected case or module, validates that the sender is authorized, checks the status, supplements it with the development knowledge base, updates the case, and replies. The second covers full level-1 support with all the ITSM API operations. The third implements a voice virtual assistant over Teams Phone, with no traditional PBX infrastructure.
Results
- 70% reduction in repetitive inquiries to the support team
- 95% categorization accuracy
- Response time under 3 seconds
- 24/7 service on email, Teams Phone, WhatsApp Business, and web
- Voice channel enabled with no PBX investment
Multi-Client NOC and Sales Automation
Two simultaneous fronts: alert validation for the multi-client NOC and automated proposal generation.
The challenge
The NOC verifies service availability for multiple customers with manual validation of every alert, generating false positives, delays, and shift-dependent workload. In parallel, searching for tenders and drafting technical proposals were completely manual, with the risk of missing opportunities published on scattered portals.
The orchestration
Four use cases. On the operations front: native integration with the monitoring platform, on-premise validation agents that run active technical tests, automatic ticket creation with evidence, escalation by call according to a three-level matrix, and weekly reporting per customer. On the commercial front: automated daily tender search across up to 50 portals, and technical proposal generation from templates, previous examples, and the service catalog.
Results
- Alert validation in under 60 seconds
- Critical incident notification in under 2 minutes
- Automatic weekly reporting per customer, with no manual work from the NOC
- Daily identification of business opportunities with no manual tracking
- Capacity of up to five technical proposals generated per day
Employee Onboarding and Offboarding with No Manual Intervention
From the HR system record to the ticket created and assigned, without anyone touching the file.
The challenge
Every personnel movement recorded in the HR system required someone to pick up the generated file, interpret the type of movement, create the ticket, and assign it to the right team, with the risk of omission and SLA breach in sensitive processes such as access revocation.
The orchestration
A single, scoped flow: reading the file generated by the HR system, identifying the type of movement, automatically creating the ticket in the ITSM, assigning it according to the defined parameters, and notifying the person responsible.
Results
- Zero manual intervention in the creation and assignment of personnel-movement tickets
- Full traceability from the HR record to the assigned ticket
- SLA compliance guaranteed from the moment of registration
- Implementation in three weeks
Keep exploring the case studies.
Voice Notification of Critical Incidents
SLA compliance for notification and phone-based level-1 ticket handling in a multi-client SOC.
The challenge
Notification of critical incidents to customers depended on human availability, with no SLA guarantee after hours. In parallel, inbound calls to look up or create tickets consumed SOC analysts’ time on low-value tasks.
The orchestration
Two use cases over the phone channel. Outbound calls: when a critical alert is detected in the SIEM, the customer’s emergency contacts are identified, the call is placed with the incident information, receipt is confirmed, the response is documented, and the notification log is recorded for audit. Inbound calls: it identifies the customer, validates access, classifies the intent, and executes the action via API, escalating to a human analyst with full context when appropriate.
Results
- Capacity of 80 calls a day, about 8,800 minutes a month
- Critical incident notifications within SLA
- 70–80% of level-1 inquiries automated
- Initial response time under 5 seconds
- Auditable notification log to substantiate SLA to the customer
Security Automation for Digital Banking
Eight security automations with verified production capability, aimed at the KPIs a CISO measures: triage time, exposure window, and demonstrable compliance.
The challenge
The security team faces the typical workloads of a modern SOC (alert triage, vulnerability management, identity control, and compliance) with the added rigor required in the regulated financial sector. The KPIs under pressure were clear: triage time per alert, incident MTTR, the window between vulnerability detection and remediation, and the cost of evidencing compliance in every audit.
The orchestration
A catalog of security automation use cases was mapped across four blocks, each tied to the KPI it moves: SOC and SOAR, to shorten triage and response; vulnerability management, to prioritize and reduce the exposure window; AI visibility; and identity and compliance, to automate access reviews and audit evidence. The proposal included exclusively the eight cases deliverable at 100%.
Results
- Eight use cases with verified production capability, each mapped to a SOC KPI: triage, MTTR, exposure, and compliance
- Scope written in English and calibrated for a U.S. CISO audience
- Partial and roadmap cases were excluded from the commercial offer
Keep exploring the case studies.
Service Desk and ITAM in Multi-Country Operation
AI layer over the service desk and asset management of a hotel chain present in seven countries: 17 use cases deployed in phases, without changing the operation’s tools.
The challenge
A hotel chain operating in seven countries needed to unify its service desk and IT asset management under strict operational requirements: a two-month implementation window, AI response of 5 seconds or less, real-time (not batch) incident detection, a single monitoring platform, hybrid identity with password writeback, corporate device management, and Zero Data Retention in the language models.
The orchestration
A single package of 17 use cases with phased deployment: eight base cases operational from the first year and nine improvement cases added at a rate of three per year, without slowing operations. It covers multichannel incident management, credential self-service, automatic IVR messaging management, monitoring, and asset management, on the tools the chain already uses.
Results
- 17 use cases progressively deployed across seven countries
- AI response time of 5 seconds or less
- Real-time incident detection
- Growing coverage: three new automations added each year
- Zero Data Retention compliance in LLM processing
Keep exploring the case studies.
AI Recruiting SaaS Platform
AI recruiting platform applied across the entire process, with integrated video interviewing.
The challenge
The selection cycle concentrates repetitive work in profile screening, interview coordination, and consolidation of evaluations, with information scattered across tools.
The orchestration
A SaaS platform with four layers of artificial intelligence applied throughout the selection process, and video interviewing via WebRTC with integrated recording. Deployed in five development phases, with a commercial model of an initial period and later renewal.
Results
- Complete SaaS platform with four AI layers across the recruiting cycle
- Integrated video interviewing with recording
- Structured deployment in five phases
If Ruvic Could Orchestrate These Processes, it can identify yours.
A hospital SOC, a retail control center, and a university service desk have nothing in common. And yet the starting point was the same: one specific process that hurt. Schedule a demo and we’ll show you Ruvic operating on one of yours.