Case Study: One of the World’s Largest Insurance Groups automates IT helpdesk support with Druid AI agents

a global insurance group absorbs nearly half its IT support load with Druid

The customer, one of the world's largest insurance groups, faced a significant challenge during a company-wide operating system migration for its 153,000 employees. The project generated a high volume of repetitive IT support tickets, threatening to overwhelm its helpdesk and incur substantial costs. The company needed to automate support to provide instant, secure assistance and free its senior engineers to focus on complex incidents, integrating seamlessly with its existing ServiceNow system.

Druid implemented an AI agent solution that was deployed on the corporate intranet and WhatsApp. Integrated with ServiceNow, the Druid agent handled common migration-related queries end-to-end, authenticated users via corporate email, and automatically created tickets for escalations. As a result, the Druid agent absorbed nearly half of the support load, provided 24/7 assistance, and increased user satisfaction by 30%, while delivering significant time savings for the IT team.