Our vision was to create a one-stop shop across IT, HR, Store Support, and Aisera helped us realize that vision with their AI Copilot powered by AiseraGPT & Generative AI. We’re happy to report 84% auto resolution — leaps and bounds beyond what we imagined would happen.
Product Manager, Employee Enablement
Automate IT Service Desk
Improvement in ESAT
Gap’s Stitch AI Copilot Unleashes Self-Service with AiseraGPT and Generative AI
Gap needed to scale its support for over 150,000 employees worldwide. Their vision was to create a convenient one-stop shop for IT, HR, and retail needs, allowing employees to access tools and find answers anytime. The company aimed to increase resolution rates from 50% to 70%, gain insights into employee needs, and reduce support costs.
In just 6 weeks, Gap launched Aisera’s AI Service Desk, led by the AI Copilot ‘Stitch.’ With AiseraGPT and Generative AI, Stitch provided 24/7 self-service resolutions for IT, HR, and retail requests, utilizing Aisera’s powerful Conversational AI capabilities and domain and industry-specific language models. Gap achieved an impressive 84% auto-resolution rate, surpassing their previous bot rate of 50% and 70% goal, while saving over $5 million in support costs. Their employee satisfaction (ESAT) skyrocketed by 90% with AiseraGPT and Generative AI, taking their support experience to new heights.