it_support · realestate · workflow
OmniTRAX achieves 70% IT auto-resolution and saves 10K user hours with Aisera Assistant
OmniTRAX faced fragmented IT systems that forced employees to navigate multiple disconnected platforms, creating delays and frustration that bottlenecked support agents and prevented them from focusing on higher-value work.
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 receive personalized and relevant IT support within their webchat and Microsoft Teams.
Tools used
Aisera Assistant
Outcome
OmniTRAX achieved 70% auto-resolution of IT requests, saved 10K user hours with AI agents, and improved customer satisfaction by 85%, reducing employee wait times while allowing 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.
agentic workflowconversational aisupport agentsupport tickethuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedlogisticsautomation ratecustomer satisfactionemployee productivitytime savedvendor customer storyit supportticket triageautonomous resolutionintake to triage