Big 5 Sporting Goods empowers its
workforce with instant self-service
using Aisera AI Agents
Tim Montano
VP of IT
“At Big 5, harnessing the transformative capabilities of Aisera Assistant with agentic AI, we empower our workforce with instant self-service, ensuring we move fast and achieve peak productivity.”
Big 5 Sporting Goods Corporation is a sporting goods retailer with 434 stores across the USA.
Headquarters
El Segundo, California,
United States
Industry
Sporting Goods Outdoor Gear
Customer since
2023
Ready for AI adoption
IT support delays and a need for self-service
As a major sporting goods retailer with locations across the western United States, Big 5 Sporting Goods encountered mounting IT support challenges that disrupted store operations and employee efficiency. High volumes of technical support requests slowed down their support teams, while employees faced delays due to a lack of self-service capabilities. This created operational inefficiencies that impacted both employee productivity and satisfaction.
How AI agents transformed Big 5’s IT support experience
Transforming the employee experience and boosting productivity was a top priority for Big 5, leading them to partner with Aisera. With Aisera, they implemented a self-service model powered by agentic AI, enabling employees to work more efficiently and achieve peak productivity. This solution provided a unified interface for all IT requests, eliminating the need to navigate multiple systems or rely on support teams for routine issues. Employees could resolve their IT needs instantly instead of waiting days for assistance, allowing them to focus on high-priority tasks.
64%
Auto-resolution
rate
24K
User hours saved
85%
Improved customer
satisfaction
IMPACT
Instant employee self-service & increased efficiency
With Aisera’s Agentic AI platform, Big 5 Sporting Goods completely transformed its IT strategy and scaled support by auto-remediating tickets and creating tickets only for unresolved requests. With 64% auto-resolution of employee requests and an 85% increase in customer satisfaction, Big 5 has supercharged its employee productivity while saving 24,000 user hours a year.
