Case Study: Major US Technology Company achieves 80% faster IT helpdesk response times with Rasa

A major US technology company introduced an AI assistant based on Rasa, reducing the average response time by 80%

Major US Technology Company faced an overburdened IT helpdesk that receives thousands of technical questions daily—about 70% repetitive—and struggled with highly technical, company-specific language and sensitive data that could not be processed by SaaS NLU solutions. To solve this, the company turned to Rasa to build an on‑prem conversational AI assistant tailored to their needs.

Deployed on‑prem with Rasa, the team trained a domain-specific language model from thousands of historic chat logs to boost accuracy and keep data in-house. The Rasa-powered assistant cut average response time by 80%, increased job satisfaction for IT staff and employees, and will be rolled out across all departments to handle thousands of requests each week.