Case Study: Chegg achieves 80% auto-resolution and rapid ticket closure with Aisera's AI Service Desk

Chegg - Customer Case Study

Chegg, the leading edtech company serving millions of students, was struggling with rapidly rising IT ticket volumes—more than 3,000 tickets per month handled by eight global agents—and found that roughly 63% of requests were routine. To enable scalable, mobile-first self-service (including Slack) and reduce repetitive work, Chegg deployed Aisera’s Conversational AI (the AI Service Desk virtual assistant known internally as Shelly).

Aisera integrated Shelly with Chegg’s ServiceNow, Confluence, OKTA, Active Directory and Office365 and launched the assistant across channels; within six hours Shelly reached an 80% auto-resolution rate and helped drive MTTR to under two minutes. Today Aisera’s Shelly resolves about 83% of support requests (with 10% handled via Conversational Automation), significantly cutting agent workload, boosting productivity and employee satisfaction, and freeing IT staff for higher‑value work.

Chegg

Brian McGuiness

Director of IT Operations