At Dartmouth, we wanted our faculty and students to have immediate answers to their Information and Technology questions online, especially during COVID. With Aisera, we have seen 86 percent of all IT service desk inquiries auto-resolved through Aisera’s AI Service Desk. Aisera is helping us achieve our goals to innovate and deliver an AI-driven conversational service experience throughout our institution. Our service desk staff and customers are extremely happy with our new next-gen service desk delivery model.

Mitch Davis

Chief Information Officer

Solution

Employee Experience

Conversational AI & Automation

Use Case

IT Self-Service

Dart InfoBot

Proven Results

86%

Auto-Resolution Rate

64%

Increased Student and Faculty Satisfaction

21 Secs

Mean Time To Resolution (MTTR)

Customers_s4_Icon1

Self-Service Ticket Deflection and Seamless Escalation

Dartmouth now offers campus-wide self-service for rapid resolutions for common issues and a high degree of tickets being automatically resolved leads to higher agent productivity.

Customers_s4_Icon2

Proactive User Notification and Engagement on Slack & Webchat

With Aisera’s AI Service Desk, Dart InfoBot has boosted user engagement in Slack for Dartmouth’s 10,000 faculty and student users while offering improved visibility into gaps and governance of its knowledge base.

Customers_s4_Icon3

Identification of Knowledge Gaps for Continuous Improvement

Aisera’s continuous AI learning learns from past resolved tickets provided by trusted agents to automatically close knowledge gaps and improve prediction accuracy for future requests.

Provide Instant IT Support and Services

With long user wait times and high ticket volumes, Dartmouth was searching for a virtual assistant that provided instant IT support to students and faculty on the channel of their choice. The total ticket volume was over 4,000 tickets per month, severely taxing the 12 support agents tasked with managing the campus service desk. Their goal was to make digital access to learning, teaching, and collaboration during the COVID-19 pandemic easy for students and employees, enhancing their overall service experiences.

Dartmouth launched Aisera’s AI Service Desk, including a Virtual Assistant, known internally by students and faculty as Dart Infobot (DIB). By implementing Aisera, Dartmouth was able to autonomously resolve common IT questions, enable increased self-service, and provide proactive user engagement on Slack and webchat. Dartmouth realized an 86 percent improvement in auto-resolution of support requests and saved over $1 million in annual service desk costs.