Case Study: ASOS expands IT knowledge base coverage to 90% with Edra

ASOS’ IT knowledge base coverage expanded from 30% to 90%

ASOS, a leading British fashion retailer, faced challenges with its IT service desk, including high operational costs, long wait times, and an incomplete knowledge base that couldn't scale with its global growth. Their manual triage process in ServiceNow was inefficient, and maintaining current and consistent documentation for their 400 articles was increasingly difficult.

The vendor Edra connected to ASOS's ServiceNow and ingested 20,000 historical tickets to create a dynamic 'Living Playbook.' This solution expanded knowledge base coverage from 30% to 90% of queries, surfaced updates for 200 articles, and suggested 200 new topics. Edra's AI agent is now projected to automatically resolve 30% of inbound tickets without human intervention, creating a positive ROI in three months and providing a scalable support model.

ASOS

Przemec Czarnecki

Chief Technology Officer & EVP Technology