Case Study: Everise contains 65% of internal service desk tickets with Retell AI

How Everise contained 65% of internal service desk tickets with Retell AI

Everise, a leading customer experience company, faced the challenge of overhauling its inefficient and complex internal IVR system for its global service desk. Their goal was to replace it with a naturalistic voice AI solution from Retell AI that could accurately identify and qualify a diverse, global workforce, connect them to the correct resources, and directly solve their problems without requiring a human agent.

Retell AI implemented its voice AI platform, using multi-tree prompts and seamless API integrations with Workday and ServiceNow to create an intelligent call routing and problem-solving system. The solution contained 65% of service desk tickets that previously required a live agent, saved 600 man-hours per month, and reduced call wait times from 5-6 minutes to zero for Everise's internal operations.

Everise

Saurabh Sodhani

SVP of Digital Transformation