Case Study: Global Hi‑Tech Company achieves 30% improved employee productivity and 45% auto-resolution with Aisera AI Service Desk

Global Hi-Tech Company - Customer Case Study

Global Hi-Tech Company, a San Francisco–based SaaS leader with over a thousand employees, struggled to manage roughly 3,000 monthly facilities and IT requests, causing long resolution times, declining agent productivity, and poor employee experience. To address this, the company engaged Aisera to deploy its AI Service Desk (Conversational RPA) alongside their existing ServiceNow and Slack channels.

Aisera implemented conversational self-service, knowledge retrieval, and automated actions via Slack and the internal portal, resolving 45% of IT and facilities requests without manual intervention. The deployment delivered a 30% increase in agent productivity, reduced average resolution time to 43 seconds, and allowed facilities staff to focus on higher-value work—significantly improving employee satisfaction and overall service efficiency.