Case Study: Large UK Government Department reduces support costs with Creative Virtual's V-Person virtual agent

Large UK Government Department - Customer Case Study

Large UK Government Department selected Creative Virtual’s V-Person virtual agent when renewing its internal IT service desk contract, with a new mandate to cut costs by 30% while maintaining service levels. The department needed a way to support 200,000 internal users more efficiently, while improving self-service and employee productivity.

Creative Virtual implemented a private-cloud virtual agent integrated with nine systems, including Active Directory, ticketing, live chat, and callback services, to handle help desk requests, password resets, system access, and Office 365 support. The tiered support model delivered 180,000 interactions per month, achieved 80% first-contact resolution, deflected 50% of calls to self-service within eight months, and escalated only 9% of transactions to live chat.