Case Study: BDO Canada achieves 84% IT auto-resolution with Automation Anywhere AI agents

BDO Canada auto-resolves 84% of IT tickets with Automation Anywhere

BDO Canada, a major Canadian professional services network, faced significant IT challenges including overwhelming ticket volumes, low deflection rates, and limited self-service capabilities that created productivity bottlenecks. To address this, they partnered with Automation Anywhere to implement its AI for ITSM solution.

The solution was an AI agent named EVA that autonomously resolves complex IT requests. This implementation by Automation Anywhere resulted in an 84% auto-resolution rate, $1.9 million in projected cost savings, and a 72% improvement in employee productivity, allowing BDO Canada to provide scalable 24/7 self-service support.

BDO Canada