Case Study: Dartmouth achieves 86% auto-resolution and $1M+ annual service desk savings with Aisera’s AI Service Desk

Dartmouth - Customer Case Study

Dartmouth, an Ivy League college serving roughly 10,000 students and faculty, faced lengthy wait times, no campus-wide self-service, high service-desk costs, and scaling challenges during the COVID shift. To address these issues the college turned to Aisera’s AI Service Desk, deploying a Virtual Assistant known as Dart InfoBot (DIB) across Slack and the web portal.

Aisera implemented its conversational AI and automation to provide natural-language, self-service resolutions and proactive notifications; the result was an 86% auto-resolution rate, a mean time to resolution of 21 seconds, a 64% increase in student and faculty satisfaction, and over $1M in annual service-desk savings. Aisera’s solution also delivered 24/7 support, improved knowledge governance, and reduced routine agent workload.

Dartmouth

Mitch Davis

Chief Information Officer