Case Study: ZenBusiness cuts Tier-1 ticket resolution time by 52% with Risotto

ZenBusiness cuts Tier-1 ticket resolution time by 52% with Risotto

ZenBusiness, a company that helps launch new businesses, faced a challenge with its IT operations as repetitive Tier-1 support tickets and static documentation were consuming too much of its team's time. The vendor, Risotto, provided an AI support platform to help automate these routine requests and improve the efficiency of their help system.

The solution from Risotto integrated with Slack and other systems to provide conversational, automated support that resolved common issues like MFA resets. This implementation resulted in 40% of support requests being automatically resolved or triaged and cut the average Tier-1 ticket resolution time by 52%, allowing the IT team to focus on higher-value projects.

ZenBusiness