Case Study: Docker automates 68% of IT tickets with Risotto

Docker automates 68% of IT tickets with Risotto

The customer, Docker, faced a challenge where its rapid growth led to a surge in routine IT support requests. This pulled senior engineers away from strategic work to handle repetitive tasks like password resets and app assignments. Docker needed a way to provide fast, reliable answers to employees while freeing its team from these Tier-1 interruptions and turned to the vendor Risotto for a solution.

Risotto implemented an AI-powered support platform that integrated with Docker's existing systems like Slack and Okta. The solution automated a significant portion of requests, handling them through conversational AI and automated runbooks. The results were substantial, with Risotto advancing or assisting 68% of IT tickets and auto-resolving 27% of them end-to-end. This automation allowed Docker to handle over 175 weekly tickets across teams and dramatically improved efficiency.

Docker