It support · Production
OmniTRAX achieves 70% IT auto-resolution and saves 10K user hours with Aisera Assistant
The problem
OmniTRAX faced fragmented IT systems that forced employees to navigate multiple disconnected platforms, creating delays and frustration that bottlenecked support agents and prevented them from focusing on higher-value work.
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 processing
ai_action
“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
Automated task execution
ai_action
“automating repetitive, yet time-consuming tasks such as software provisioning, hardware requests, and ticket management”
4
Auto-resolution delivered
output
“Omnitrax has achieved 70% auto-resolution of IT requests, which has reduced wait times for employees while scaling the company's IT support efficiently”
Reported outcome
OmniTRAX achieved 70% auto-resolution of IT requests, saved 10K user hours with AI agents, and improved customer satisfaction by 85%, reducing employee wait times while allowing agents to focus on more impactful tasks.
Reported metrics
Auto-resolution rate70%
user hours saved with AI agents10K
Improved customer satisfaction85%
Reported stack
Aisera AssistantMicrosoft Teams
Frequently asked questions
What did this team achieve with this AI workflow?
OmniTRAX achieved 70% auto-resolution of IT requests, saved 10K user hours with AI agents, and improved customer satisfaction by 85%, reducing employee wait times while allowing agents to focus on more impactful tasks.
What tools did this team use?
Aisera Assistant, Microsoft Teams.
What results were reported?
Auto-resolution rate: 70%; user hours saved with AI agents: 10K; Improved customer satisfaction: 85% (source-reported, not independently verified).
How is this it support AI workflow structured?
Employee submits IT request → Domain-specific AI processing → Automated task execution → Auto-resolution delivered.