It support · Production

BDO Canada achieves 84% auto-resolution rate and $1.9M projected cost savings with Aisera Assistant

The problem

BDO Canada faced overwhelming IT ticket volumes that created productivity bottlenecks, with technical staff consumed by routine queries instead of strategic work, and their existing solution providing only limited deflection and self-service.

First attempt

BDO Canada's prior IT support solution delivered limited results — low deflection rates and minimal self-service capability.

Workflow diagram · grounded in source
1
Employee submits IT request
trigger
“BDO Canada has handled more than 3,200 IT requests with Aisera Assistant”
2
AI agents process and resolve
ai_action
“Using domain-specific and task-specific agents, EVA provides proactive IT self-service for employees, taking autonomous actions and resolving common requests like software provisioning, hardware procurement, account troubleshooting, and …”
3
Auto-resolved without service desk
output
“84% of them were auto-resolved right away. That's thousands of tickets that never reached our service desk”
4
Analytics-driven optimization
feedback_loop
“Using Aisera's comprehensive analytics suite, BDO Canada continuously optimizes performance to drive greater operational efficiency”
Reported outcome

With Aisera Assistant (EVA), BDO Canada handled more than 3,200 IT requests with an 84% auto-resolution rate, achieved 72% improved productivity, and is projected to save $1.9M in costs.

Reported metrics
Auto-resolution rate84%
Improved productivity72%
Projected cost savings$1.9M
IT requests handledmore than 3,200
Show all 6 reported metrics
auto-resolution rate84%
improved productivity72%
projected cost savings$1.9M
IT requests handledmore than 3,200
tickets deflected from service deskthousands of tickets that never reached our service desk
time and money savedsaving us valuable time and money every single day
Reported stack
Aisera AssistantEVAAisera's comprehensive analytics suite
Source
https://aisera.com/customers/bdo-canada
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

With Aisera Assistant (EVA), BDO Canada handled more than 3,200 IT requests with an 84% auto-resolution rate, achieved 72% improved productivity, and is projected to save $1.9M in costs.

What tools did this team use?

Aisera Assistant, EVA, Aisera's comprehensive analytics suite.

What results were reported?

Auto-resolution rate: 84%; Improved productivity: 72%; Projected cost savings: $1.9M; IT requests handled: more than 3,200 (source-reported, not independently verified).

What failed first in this deployment?

BDO Canada's prior IT support solution delivered limited results — low deflection rates and minimal self-service capability.

How is this it support AI workflow structured?

Employee submits IT request → AI agents process and resolve → Auto-resolved without service desk → Analytics-driven optimization.

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