Case Study: ThoughtSpot achieves 50.2% automation and faster IT support with Risotto

How ThoughtSpot Transformed IT Support with AI

ThoughtSpot, a leader in AI-powered analytics, faced a significant challenge as its lean IT team was overwhelmed by 50-60 daily support requests, primarily for access management. Manual processes in Slack led to lost tickets and slow resolutions, creating frustration for employees and staff. They turned to the vendor Risotto for an AI-native support solution.

By implementing Risotto, ThoughtSpot integrated its systems with Slack, Jira, and Okta to create an intelligent, conversational support interface. The solution automated 50.2% of requests and slashed the average resolution time from 31 hours to just 6.5 hours. The success with Risotto led to expansion into other departments like HR and accounting, improved compliance reporting, and freed the IT team to focus on strategic initiatives.

ThoughtSpot

Jason Huey

Senior IT Systems Administrator