Reduce costs, increase customer satisfaction: introduce an AI assistant for IT helpdesks

A major US technology company introduced an AI assistant based on Rasa Platform, reducing the average response time by 80%

The Challenge

The IT helpdesk of a major US technology company receives thousands of technical questions each day. Around 70% are repetitive. Responding can take days, stopping employees from achieving their tasks faster.

Most of the questions include a lot of technical and company-specific terms which are hard to pick up for SaaS-based NLU systems. Furthermore, these interactions include sensitive data which cannot leave the organization due to data regulations.

The Solution

The company deployed a conversational AI system on-prem using the Rasa Platform. Having thousands of historic chat logs, the company trained their own, domain-specific language model which increased accuracy significantly.

The conversational AI reduced the average response time by 80% and increased job satisfaction of IT helpdesk staff and employees. The solution will now be introduced to all departments within the company, handling thousands of requests each week.

Want to learn more?