it_support · finance · workflow
BDO Canada achieves 84% auto-resolution rate and $1.9M projected cost savings with Aisera Assistant
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Employee submits IT request
BDO Canada employees submit IT requests to Aisera Assistant.
Tools used
Aisera AssistantEVAAisera's comprehensive analytics suite
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.
What failed first
BDO Canada's prior IT support solution delivered limited results — low deflection rates and minimal self-service capability.
Results
Time savedsaving us valuable time and money every single day
Volume84%
Cost replaced$1.9M
Running since2023
Grounding & classification
Source type: vendor customer story
31 fields verified against source quotes.
agentic workflowai agentpersonalizationsupport agentsupport ticketfailure mode describedmetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedprofessional servicesautomation ratecost reductiondeflection rateemployee productivityvendor customer storyit supportticket triageautonomous resolutionintake to triage