it_support · realestate · workflow
Omnitrax drives 70% IT auto-resolution and saves 10K user hours with Aisera Assistant
Omnitrax employees struggled to navigate multiple disconnected IT platforms to resolve basic issues, creating delays and frustration that impacted productivity, overburdened IT agents, and prevented them from focusing on higher-value tasks.
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
Omnitrax employees submit IT requests within their webchat and Microsoft Teams.
Tools used
Aisera Assistant
Outcome
Omnitrax achieved 70% auto-resolution of IT requests, saved 10K user hours, and improved customer satisfaction by 85%, while reducing employee wait times and enabling IT agents to focus on more impactful tasks.
Results
Time saved10K
Volume70%
Running since2023
Grounding & classification
Source type: vendor customer story
25 fields verified against source quotes.
ai agentconversational aisupport agentsupport ticketmetric backednamed customerproduction runtime claimedtools describedworkflow describedlogisticsautomation ratecustomer satisfactiondeflection ratetime savedvendor customer storyit supportticket triageautonomous resolutionintake to triage