Case Study: GoTo Automates 84% of Employee Support with Workativ

GoTo automates 84% of employee support with Workativ

GoTo, a company with 5,000 employees, faced significant challenges with its IT and HR support. Their service desk was overwhelmed by repetitive requests and lacked 24/7 coverage, while their existing chatbot, BOLD360, was ineffective. The environment was fragmented across 50+ applications with no unified automation or search layer, leading to manual handling of common issues like password resets. To address this, GoTo selected Workativ after an extensive vendor evaluation.

Workativ implemented its no-code platform to deploy an AI agent named Orion directly within Slack. This solution automated a wide range of processes across IT, HR, Legal, and Finance, including ticket creation, application requests, and password resets. As a result, Workativ enabled GoTo to automatically resolve 84% of employee support requests, providing 24/7 assistance and drastically reducing the operational workload on their support teams.

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