Case Study: Aurora achieves 63% autonomous resolution and 45% faster ticket resolution with Enjo

Employee Support with Gen AI Powered Helpdesk Automation

Aurora, a leader in self-driving technology, faced significant challenges with its internal helpdesk. Employees submitted requests through approximately 100 Slack channels, but manual processing was slow and inconsistent. The company’s critical knowledge was fragmented within Confluence Server and inaccessible in Slack, leading to delays. Aurora needed a solution that was highly customizable, integrated with their stringent security protocols, and could leverage existing knowledge to resolve requests faster. They turned to the vendor Enjo for its AI-native automation.

Enjo implemented a solution using AI Agents within Aurora's Slack channels, integrating directly with Confluence Server to turn it into a unified knowledge layer. This allowed Enjo to provide instant answers to employee questions and autonomously create tickets when necessary. The results were significant, including a 63% autonomous resolution rate and a 45% reduction in average ticket resolution time. The solution also achieved nearly 100% employee adoption and led to a 60% increase in employee satisfaction.

Aurora