Case Study: International Financial Services Company improves IT service desk efficiency with Amelia

International Financial Services Company - Customer Case Study

International Financial Services Company, a global organization with 50,000 employees, was facing major cost and customer experience problems in its IT service desk. With three separate service desk locations worldwide, inconsistent ticket handling, slower response times, and frequent human errors were creating operational inefficiencies. Amelia was brought in to help centralize and streamline support.

Amelia integrated with existing desktop applications, Blackberry engines, and knowledge management systems to automate ticket resolution end to end, from routine L1 issues to more complex L3 incidents. In the pilot, Amelia reached 87% accuracy in conversations, and in production she is expected to handle 39% of all requests. The company also expects future use cases beyond IT, including trading floor support and compliance, with Amelia projected to cut trade processing time from 20 minutes to 2 minutes.