Case Study: Rackspace Technology achieves reduced support volume and cost by encouraging self-serve with Comm100 Chatbot

Rackspace Technology reduces support volume & cost by encouraging self-serve with Comm100 Chatbot

Rackspace Technology, a global cloud managed services provider, faced high HR support demand as employees struggled to navigate an internal knowledge base and instead submitted repetitive tickets. To encourage self‑service, the company adopted the Comm100 Chatbot, leveraging the vendor’s chatbot solution to surface common HR answers more quickly.

Working with Comm100, Rackspace implemented intents for the most frequent queries and launched the Comm100 Chatbot organization‑wide; employees now get answers in seconds instead of waiting up to four hours, which has significantly reduced ticket volume, lowered support costs, and freed the HR team to focus on higher‑value work. Comm100 continues to partner with Rackspace on optimization and provides escalation options when the bot can’t resolve an issue.

Rackspace Technology

Andrea Trevino

Manager, HR Services