It support · Production

Global Hi-Tech Company achieves 45% auto-resolution rate and $2M cost savings with Aisera AI Service Desk

The problem

A global hi-tech company with over a thousand employees faced approximately 3,000 IT and facilities-related requests per month, consuming valuable time for IT and facilities personnel, with growing pressure from a campus move and global expansion of their Workplace Services team.

Workflow diagram · grounded in source

Employee self-service request

trigger

“Employees can now easily address their inquiries through human-like conversations in a ChatGPT-style, enabling self-service resolutions with a personalized touch”

AI autonomous resolution

ai_action

“automate ticket resolution and resolve requests autonomously by providing employees instant access to knowledge through an AI Service Desk”

Omnichannel seamless delivery

output

“The omnichannel access to the AI Service Desk provided seamless resolutions to employees and enhanced overall user experience”

Agent higher-value focus

human_review

“our service agents are now enabled to focus on higher-value work”

Reported outcome

Aisera delivered a 45% auto-resolution rate, reduced support costs by $2M, improved agent productivity by 30%, and achieved an average resolution time of 43 seconds, while freeing service agents to focus on higher-value work.

Reported metrics

Auto-resolution rate45%

Agent productivity improvement30%

Average resolution time43 Sec

Support cost reduction$2M

Reported stack

Aisera

Source

https://aisera.com/customers/hi-tech/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Aisera delivered a 45% auto-resolution rate, reduced support costs by $2M, improved agent productivity by 30%, and achieved an average resolution time of 43 seconds, while freeing service agents to focus on higher-val…

What tools did this team use?

Aisera.

What results were reported?

Auto-resolution rate: 45%; Agent productivity improvement: 30%; Average resolution time: 43 Sec; Support cost reduction: $2M (source-reported, not independently verified).

How is this it support AI workflow structured?

Employee self-service request → AI autonomous resolution → Omnichannel seamless delivery → Agent higher-value focus.