Case Study: Snowflake achieves a 63% reduction in MTTR with Aisera Ticket AI

Snowflake - Customer Case Study

Snowflake, the cloud data platform serving thousands of enterprise customers, was struggling to scale its support for a high volume of requests (about 11,000 tickets/month, 114,000/year) with a 175‑person service team, causing long wait times and poor MTTR. To address this, Snowflake partnered with Aisera and deployed Aisera’s Ticket AI (AI Customer Service), integrated with its Salesforce ticketing and knowledge base.

Aisera implemented Ticket AI’s agent‑assist capabilities to surface recommendations from Snowflake’s knowledge articles and past resolutions, enabling faster, more accurate responses and self‑service. The Aisera solution produced measurable impact: a 63% reduction in Mean Time to Resolution and roughly 90% prediction accuracy, helping Snowflake scale support, reduce ticket pressure, and boost agent productivity.

Snowflake

Bjorn Jonsson

Technical Program Manager