Case Study: Apollo deflects 40% of IT tickets with Tray.ai

Apollo deflects 40% of IT tickets with Tray.ai

Apollo, an AI-powered sales solution company, faced a challenge where its IT team was overwhelmed by a high volume of support tickets. They needed a flexible AI orchestration platform to build custom, action-taking agents that could work across their systems like Okta, Slack, and ServiceNow with proper governance, rather than using the rigid, prebuilt agents offered by other vendors. They turned to the vendor Tray.ai and its Tray Merlin Agent Builder product to address this.

Using Tray.ai's platform, Apollo built a reliable IT service management agent that could triage requests, automatically resolve issues like unlocking accounts, and cleanly escalate more complex tasks. This solution delivered significant results, including deflecting 40% of IT tickets within its first two weeks and achieving a one-second first-response SLA. The success of these Tray.ai-powered agents led to high customer satisfaction and the identification of over 80 additional use cases across the business.

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