Case Study: Military Branch achieves 64% auto-resolution and 80% improvement in resolution times with Aisera AI Service Desk

Aisera's Virtual Assistant auto-resolves 64% of employee requests and provides an 80% improvement in resolution times

Military Branch, one of the largest service branches with over 670,000 personnel and roughly 10,625 tickets per month, faced rapidly rising employee service demand that strained help desk agents. They selected Aisera’s AI Service Desk to provide a rapidly scalable, ServiceNow-integrated solution across webchat and other channels to reduce ticket volume, speed resolution, and improve employee satisfaction.

Aisera implemented a conversational AI service desk with knowledge delivery, Conversational RPA, and Ticket AI, deployed in eight weeks to provide 24/7 self-service and seamless escalation to agents. The Aisera solution auto-resolves 64% of tickets, improved employee satisfaction by 74%, and cut resolution times by 80%, delivering measurable reductions in ticket load and faster, more efficient support.