Case Study: Big 5 Sporting Goods improves employee self-service and IT support with Aisera AI Agents

Big 5 Sporting Goods empowers its workforce with instant self-service using Aisera AI Agents

Big 5 Sporting Goods, a sporting goods retailer with 434 stores across the U.S., was struggling with growing IT support demand that slowed store operations and left employees waiting for help. To improve employee experience and productivity, the company turned to Aisera and its AI Agents / Aisera Assistant for instant self-service and support automation.

With Aisera’s agentic AI platform, Big 5 Sporting Goods created a unified self-service experience that auto-remediated routine IT issues and only routed unresolved requests to support teams. The results included a 64% auto-resolution rate, 24,000 user hours saved annually, and an 85% improvement in customer satisfaction, helping Big 5 boost workforce efficiency at scale.

Big 5 Sporting Goods

Tim Montano

Vice President