it_support · ecommerce · workflow
Big 5 Sporting Goods achieves 64% auto-resolution and saves 24K user hours annually with Aisera AI Agents
Big 5 Sporting Goods faced mounting IT support challenges: high ticket volumes slowed support teams while employees lacked self-service options and waited days for resolution, creating operational inefficiencies that hurt both productivity and satisfaction.
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 through a unified interface for all IT requests.
Tools used
AiseraAisera Assistant
Outcome
Big 5 achieved a 64% auto-resolution rate, saved 24,000 user hours per year, and saw an 85% increase in customer satisfaction after deploying Aisera's agentic AI platform for IT self-service.
Results
Time saved24,000
Volume64%
Running since2023
Grounding & classification
Source type: vendor customer story
23 fields verified against source quotes.
agentic workflowai agentsupport ticketmetric backednamed customerproduction runtime claimedtools describedworkflow describedretailautomation ratecustomer satisfactionemployee productivitytime savedvendor customer storyit supportticket triageautonomous resolutionintake to triage