Case Study: Vidyard achieves 80% Tier-1 ticket automation with Risotto

Vidyard automates 80% of Tier-1 requests in 30 days with Risotto

Vidyard, a company with over 100 employees, faced a challenge in scaling its internal support as its substantial company knowledge became scattered across various tools like Confluence and Slack. This made it difficult for employees to find answers to routine questions, leading to lost productivity and constant interruptions for subject matter experts. Head of IT and Security Vergil Smith sought a solution from vendor Risotto to automate these repetitive requests and provide a single source of truth.

Risotto implemented its AI support platform, internally branded as "Yardley," which integrated directly into Vidyard's Slack and existing knowledge bases. The solution automated responses to routine queries and managed access approvals end-to-end. As a result, Risotto automated 80% of Tier-1 requests within the first month, achieving an average AI resolution time of two hours—a 60% reduction in resolution time—while handling 300-500 support requests monthly.

Vidyard