it_support · saas · workflow
Global Hi-Tech Company achieves 45% auto-resolution rate and $2M cost savings with Aisera AI Service Desk
A global hi-tech company with over a thousand employees faced approximately 3,000 IT and facilities-related requests per month, consuming valuable time for IT and facilities personnel, with growing pressure from a campus move and global expansion of their Workplace Services team.
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 self-service request
Employees address their inquiries through human-like conversations in a ChatGPT-style interface enabling self-service resolutions.
Tools used
Aisera
Outcome
Aisera delivered a 45% auto-resolution rate, reduced support costs by $2M, improved agent productivity by 30%, and achieved an average resolution time of 43 seconds, while freeing service agents to focus on higher-value work.
Results
Time saved43 Sec
Volume45%
Cost replaced$2M
Grounding & classification
Source type: vendor customer story
23 fields verified against source quotes.
agentic workflowchatbotconversational aisupport tickethuman review describedmetric backedproduction runtime claimedtools describedworkflow describedsoftwarecost reductiondeflection rateemployee productivityresolution time reductionvendor customer storyit supportticket triageautonomous resolutionintake to triage