Case Study: MyEyeDr achieves ~4-day to ~10-minute resolution with Rezolve AI

MyEyeDr cuts IT resolution from 4 days to 10 minutes with Rezolve AI

MyEyeDr, a US optometry and eyecare network, faced a significant IT service desk challenge. Their average resolution time was approximately four days, creating a backlog that impacted patient care. Their complex operation involved an ITSM flow spanning 30 different departments, and any potential solution needed to integrate seamlessly with their existing BMC Helix and Confluence systems rather than replacing them.

To address this, MyEyeDr implemented Rezolve.ai, integrating it with Confluence for knowledge and BMC Helix for ticketing. The solution was customized to respect their 30-department routing flow. As a result, Rezolve.ai helped slash the average resolution time from roughly four days to about ten minutes. Furthermore, approximately 30% of employee issues are now resolved within a conversation and never become a ticket, dramatically improving efficiency.

MyEyeDr