The Challenge
Support tickets were piling up. The IT team was buried, running on fumes, and users were getting more and more fed up with the delays. People just wanted their issues fixed, fast. But there weren't enough hours in the day. Leadership wanted to improve things make support quicker and less painful but no one knew how to make that happen without adding more stress to the team.
Our Approach
We built a support AI that could handle the basics. It figured out what each ticket was about, solved the simple stuff, and gave people answers or links they could use right away. If something was too complex, it passed it to a human. Over time, it got better at knowing what to do. IT staff didn't have to deal with every little issue anymore, so they could focus on the bigger, more important work.
The Implementation
We started by putting the AI where the volume was highest. Then we brought it into chat and even voice. Training it wasn't just a matter of feeding it documents we used actual tickets, real feedback from users. It connected smoothly with our existing tools. As more people saw that it actually worked, they started using it more. The whole support culture started to shift less waiting, less friction.
The Results
Resolution times went way down. More people found answers on their own. The IT team got a breather and could actually be proactive again. Users were happier. Fewer staff left the support roles.
What used to be a stressed-out help desk became something that actually helped. And it didn't take an army it just took the right use of AI, in the right places, with a human touch behind it.
