Case Study: Gusto achieves 55% auto-resolved tickets with Risotto

Gusto auto-resolves 55% of support tickets with Risotto

Gusto, a company aiming to become AI-native, faced challenges with slow and inflexible support automation that couldn't scale. Their existing chatbot left a team of eight handling thousands of monthly tickets, blocking strategic work. They needed a more flexible, conversational AI platform with robust privacy safeguards to unify documentation and provide real-time support, leading them to the vendor Risotto.

Risotto implemented its AI support agent, which integrated with tools like Slack and Confluence. The solution auto-resolved 55% of tickets, saving 114,000 hours of support wait time and achieving a 53% resolution rate on its first day. This allowed Gusto to support twice the ticket volume with the same team and scale automated support across 11 departments.

Gusto