it_support · finance · workflow
BDO Canada achieves 84% auto-resolution and $1.9M projected savings with Aisera AI agents
BDO Canada's IT team was overwhelmed by high ticket volumes that created productivity bottlenecks, while their existing solution delivered limited deflection and minimal self-service capability, leaving technical staff mired in routine queries instead of strategic work.
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
Employees submit IT requests that are routed to Aisera Assistant.
Tools used
Aisera AssistantEVA
Outcome
BDO Canada achieved an 84% auto-resolution rate across more than 3,200 IT requests, a 72% improvement in productivity, and is projected to save $1.9M in costs while IT staff can focus on strategic initiatives.
What failed first
BDO Canada's prior IT support solution delivered low deflection rates and limited self-service capabilities.
Results
Volume84%
Cost replaced$1.9M
Running since2023
Grounding & classification
Source type: vendor customer story
26 fields verified against source quotes.
agentic workflowai agentsupport agentsupport ticketmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedprofessional servicesautomation ratecost reductiondeflection rateemployee productivityvendor customer storyit supportticket triageautonomous resolutionintake to triage