it_support · ecommerce · workflow
Big 5 Sporting Goods achieves 64% IT auto-resolution rate with Aisera AI Agents
Big 5 Sporting Goods faced mounting IT support challenges as high volumes of technical support requests slowed down support teams and employees experienced delays due to a lack of self-service capabilities, creating operational inefficiencies that impacted 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 instead of navigating multiple systems or relying on support teams.
Tools used
Aisera AI AgentsAisera Assistant
Outcome
With Aisera's Agentic AI platform, Big 5 achieved a 64% auto-resolution rate, saved 24,000 user hours annually, and saw an 85% increase in customer satisfaction while scaling support without adding reliance on support teams.
Results
Time saved24,000
Volume64%
Running since2023
Grounding & classification
Source type: vendor customer story
24 fields verified against source quotes.
agentic workflowai agentsupport agentsupport ticketmetric backednamed customerproduction runtime claimedtools describedworkflow describedretailautomation ratecustomer satisfactionemployee productivitytime savedvendor customer storyit supportticket triageautonomous resolutionintake to triage