It support · Production

Omnitrax drives 70% IT auto-resolution and saves 10K user hours with Aisera Assistant

The problem

Omnitrax employees struggled to navigate multiple disconnected IT platforms to resolve basic issues, creating delays and frustration that impacted productivity, overburdened IT agents, and prevented them from focusing on higher-value tasks.

Workflow diagram · grounded in source
1
Employee submits IT request
trigger
“Omnitrax employees receive personalized and relevant IT support within their webchat and Microsoft Teams”
2
Domain-specific AI interprets request
ai_action
“Its distinct domain-specific language, finely-tuned for Rail Transportation, has ignited a wave of auto-resolutions, elevated self-service capabilities, and heightened overall accuracy”
3
Automate repetitive IT tasks
ai_action
“By automating repetitive, yet time-consuming tasks such as software provisioning, hardware requests, and ticket management”
4
Unified self-service resolution
output
“Omnitrax is able to provide a singular and streamlined solution for all employee inquiries”
Reported outcome

Omnitrax achieved 70% auto-resolution of IT requests, saved 10K user hours, and improved customer satisfaction by 85%, while reducing employee wait times and enabling IT agents to focus on more impactful tasks.

Reported metrics
IT auto-resolution rate70%
User hours saved10K
Customer satisfaction improvement85%
Employee wait timesreduced wait times
Reported stack
Aisera AssistantMicrosoft Teams
Source
https://aisera.com/customers/omnitrax/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Omnitrax achieved 70% auto-resolution of IT requests, saved 10K user hours, and improved customer satisfaction by 85%, while reducing employee wait times and enabling IT agents to focus on more impactful tasks.

What tools did this team use?

Aisera Assistant, Microsoft Teams.

What results were reported?

IT auto-resolution rate: 70%; User hours saved: 10K; Customer satisfaction improvement: 85%; Employee wait times: reduced wait times (source-reported, not independently verified).

How is this it support AI workflow structured?

Employee submits IT request → Domain-specific AI interprets request → Automate repetitive IT tasks → Unified self-service resolution.

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