it_support · public · workflow
Aisera AI Service Desk achieves 64% auto-resolution for a military branch
A military branch with over 670,000 personnel experienced rising ticket volume due to high growth rates, straining service agents and requiring a rapidly scalable solution that could integrate with existing platforms and reduce ticket volume.
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 support request
Employees access 24/7 self-service in a ChatGPT-like manner to submit IT support requests.
Tools used
AiseraConversational AIConversational RPATicket AIServiceNow · partner
Outcome
Aisera's AI Service Desk achieved a 64% auto-resolution rate, a 74% improvement in employee satisfaction, and an 80% improvement in resolution times, with all functionality deployed in 8 weeks.
Results
Time saved80%
Volume64%
Running sinceMarch 2020
Grounding & classification
Source type: vendor customer story
30 fields verified against source quotes.
agentic workflowchatbotconversational aisupport agentknowledge basesupport ticketmetric backedproduction runtime claimedtools describedworkflow describedpublic safety defenseautomation ratecustomer satisfactiondeflection rateresolution time reductionvendor customer storyit supportticket triageautonomous resolutionescalation workflow