Global Hi-Tech Company
Aisera’s AI Service Desk solution solves unique challenges for our IT and Facilities groups. To provide our employees great employee experiences as we moved campuses in the Bay Area and as we continue to scale and increase our global facilities footprint of our Work Place Services (WPS) team implemented the Aisera platform and its Generative AI-driven chatbot as its first form of global support. With Aisera, our service agents are now enabled to focus on higher-value work.
CIO
Global Hi-Tech Company
Solution
Employee Experience
Conversational AI & Automation
Use Case
Workflow Automation for IT
Proven Results
45%
Auto-Resolution Rate
30%
Improved Agent Productivity
43 Sec
Average Resolution Time
Leveraging Generative AI and ChatGPT-like Interactions to Resolve Large Volumes of Repetitive Tasks with Self-Service
This Hi-Tech Company has over a thousand employees worldwide, causing the challenge of handling approximately 3,000 IT and facilities-related requests each month. This took up valuable time for IT and facilities personnel to process and solve. This Hi-Tech Company leveraged Aisera to automate ticket resolution and resolve requests autonomously by providing employees instant access to knowledge through an AI Service Desk. Employees can now easily address their inquiries through human-like conversations in a ChatGPT-style, enabling self-service resolutions with a personalized touch.
Through Aisera, this Hi-Tech Company was able to achieve a 45 percent auto-resolution rate while drastically reducing support costs by $2M and improving agent productivity. The omnichannel access to the AI Service Desk provided seamless resolutions to employees and enhanced overall user experience.
