Case Study: Rakuten Group reduces IT ticket volume with Enjo

Rakuten Group cuts manual IT tickets by 70% with Enjo

Rakuten Group, Inc., a major Japanese technology conglomerate with over 30,000 employees, faced a significant challenge in manually triaging the flood of internal IT support requests across its Slack and Microsoft Teams channels. This manual process created bottlenecks, led to incomplete tickets that required lengthy follow-ups, and prevented IT staff from focusing on higher-priority work. The company partnered with Enjo to deploy an AI-powered helpdesk solution to automate support and eliminate unnecessary tickets.

Enjo was implemented as an intelligent first point of contact within Rakuten's existing communication platforms. The solution used AI to provide instant, knowledge-grounded answers to routine queries and employed structured conversational flows to capture all necessary details before creating a complete and actionable Jira ticket for issues requiring human intervention. This deployment by Enjo resulted in a dramatic business impact, including a more than 70% reduction in manual ticket volume, an approximately 80% faster response time to employee queries, and 100% ticket completeness.

Rakuten Group, Inc