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. Existing AI vendors offered only rigid, prebuilt agents, but Apollo needed a flexible platform from Tray.ai to build custom, action-taking agents integrated across its key systems like Okta, Slack, and ServiceNow with proper governance.

Using Tray.ai's Merlin Agent Builder, Apollo built reliable agents that could take actions like unlocking accounts and provisioning software. The solution deflected 40% of IT tickets within its first two weeks, achieved a one-second first-response SLA, and maintained a near-perfect customer satisfaction score of 4.95 out of 5. Tray.ai enabled Apollo to scale its AI agent initiative safely and effectively across the business.

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