Case Study: Zapier doubles IT ticket deflection with Glean

Zapier doubles IT ticket deflection rates with Glean

Zapier, an AI orchestration platform, faced the challenge of AI sprawl and information fragmentation across its many internal tools. This made it difficult to establish a single source of truth without disrupting important workflows. To consolidate and surface the right information, Zapier turned to Glean Technologies and its enterprise AI platform.

By implementing Glean, Zapier unified its knowledge and built ZapIT, a Slack-native helpdesk powered by Glean's AI. The solution more than doubled the IT ticket deflection rate, with Glean providing answers for 98% of tickets. Glean also enabled agents to generate customer briefs 89% faster and surface relevant proof from a library of over 700 assets, leading to 83% company-wide adoption.

Zapier