Case Study: Grant Thornton achieves 75% auto-resolution of employee IT requests with Aisera's AI Service Desk

Grant Thornton auto-resolves 75% of employee requests thanks to Aisera's AI Service Desk

Grant Thornton, a global accounting and advisory firm handling about 8,000 IT tickets per month, needed a scalable self-service IT support solution to enable remote work. After finding additional outsourced agents unsustainable, Grant Thornton engaged Aisera and its AI Service Desk (integrated with ServiceNow and deployed on Microsoft Teams) to automate routine requests and deliver instant support.

Aisera implemented supervised guided flows and continuous AI learning to provide automated, contextual resolutions and reduce agent burden. Aisera’s AI Service Desk achieved a 75% auto-resolution rate, a 90% improvement in mean time to resolve, and an 85% lift in employee satisfaction—freeing agents from manual tasks and speeding employee access to IT services.

Grant Thornton

Jamie Fowler

Chief Technology Officer