Omnitrax drives efficiency & boosts
employee satisfaction with Aisera’s
Assistant
Jason Berryhill
Chief Information Officer
“With Aisera Assistant by our side, we’ve embarked on a transformative journey, experiencing a surge in productivity and unparalleled user satisfaction. Its distinct domain-specific language, finely-tuned for Rail Transportation, has ignited a wave of auto-resolutions, elevated self-service capabilities, and heightened overall accuracy, setting a new standard for efficiency in the industry.”
Omnitrax is a rail and real estate company and is one of the largest privately owned railroad companies in the United States.
Headquarters
Denver, Colorado
United States
Industry
Rail & Real Estate
Customer since
2023
Ready for AI adoption
Disconnected systems and productivity bottlenecks
Omnitrax, one of the largest privately owned railway companies in the United States, faced challenges with fragmented IT systems that created inefficiencies across their workforce. Employees struggled to navigate multiple disconnected platforms to resolve basic issues, leading to delays and frustration that impacted productivity. The lack of a unified, self-service support system created bottlenecks that overburdened their agents and prevented them from focusing on higher-value tasks.
How Aisera helped Omnitrax deliver personalized IT self-service at scale
To achieve their self-service vision and improve their IT support experience, Omnitrax leveraged Aisera’s AI agent platform. Using Aisera Assistant, Omnitrax employees receive personalized and relevant IT support within their webchat and Microsoft Teams. By automating repetitive, yet time-consuming tasks such as software provisioning, hardware requests, and ticket management, Omnitrax is able to provide a singular and streamlined solution for all employee inquiries.
70%
Auto-resolution
rate
10K
User hours saved
with AI agents
85%
Improved customer satisfaction
IMPACT
A centralized hub for employee productivity
Omnitrax has achieved 70% auto-resolution of IT requests, which has reduced wait times for employees while scaling the company’s IT support efficiently. With Aisera Assistant, Omnitrax has saved 10K in user hours and improved customer satisfaction by 85%, keeping operations running efficiently while allowing their employees to focus on more impactful tasks.
