Key results
The company
World Wide Technology
wwt.comTechnology solutions provider for digital transformation and IT infrastructure.
Result highlights
- 120 service desk hours saved during incident
- 150 instant self-service account unlocks
- 30% reduction in service desk phone calls
- Support for nearly 2x workforce without doubling staff
The story
A Fortune 500 global IT solutions provider scaled from 5,000 to nearly 12,000 employees while maintaining a lean service desk of just 15 to 20 agents.
Routine volume from account lockouts and application access requests overwhelmed the small team, creating long wait times. Hiring additional staff to match the pace of workforce growth proved unsustainable for the business.
The company deployed an AI assistant named Service Bot to resolve common tickets like password resets and account unlocks without human intervention. Using Agent Studio, the IT team built custom workflows for complex tasks including change approvals and Active Directory lockout alerts. During a critical security incident, they rapidly rolled out a self-service workflow that allowed employees to restore laptop access in minutes.
Quotes
“Focus on quality, easy-to-consume knowledge. Use your ticketing data to identify the right use cases for automation. And make sure your content is written in a way the bot can deliver it effectively.”