Case Study: Retool achieves faster IT support and stronger SLA performance with Risotto

How Retool elevated the employee experience with a custom branded chatbot

Retool sought to elevate its internal IT support experience by making it more engaging and personalized for its employees. To achieve this, they partnered with the vendor Risotto to implement and customize its chatbot service, aiming to move beyond a generic support tool and create a unique branded interaction.

Working with Risotto, Retool developed a custom-branded chatbot avatar named "Remy," which provided a familiar and friendly point of contact for employees within Slack. This solution from Risotto delivered significant results, slashing the average response time to just 3.8 seconds and reducing the time to close tickets from a 2-day SLA to an average of just one day, thereby greatly improving efficiency and employee satisfaction.

Retool

Charlie Verrey

IT Manager