45%
40%
Reduction in Routine Ticket Volumes
Increase in Employee Satisfaction
Overview
A Fortune 500 high-tech firm faced challenges in optimizing its internal HR and IT support systems. The organization struggled with inefficiencies in ticket handling, long resolution times, and operational bottlenecks, which were hampering overall productivity. In response, the company turned to Wizr’s AI-driven technology, seeking to automate routine inquiries, improve agent productivity, and enhance the overall employee support experience.
The Challenge
The company faced several hurdles in streamlining its HR and IT support processes. Key issues included:
- High Ticket Volume
The company received thousands of support tickets across multiple departments each month. Managing these tickets manually led to significant bottlenecks, resulting in prolonged resolution times for employees. - Operational Inefficiencies
Support agents were spending a considerable amount of time on repetitive tasks, which diverted their attention away from more complex, high-priority issues. This inefficiency impacted both employee satisfaction and agent productivity. - Employee Satisfaction Concerns
Due to delays and inconsistencies in support services, employees were experiencing dissatisfaction. Slow responses and unresolved issues were diminishing the overall employee experience, leading to frustration and disengagement.
Automation turned our support operations into a powerhouse of efficiency—cutting routine ticket volumes by 45%, driving a 40% surge in employee satisfaction, and enabling seamless scalability. With quicker response times and a sharper focus on complex issues, the support team became more agile and effective. This game-changing shift didn’t just improve daily operations — it set the stage for limitless growth!
Wizr AI Solution: Reducing Tickets & Boosting Employee Satisfaction
To address these challenges, Wizr implemented advanced AI solutions within the firm’s Salesforce Service Cloud environment, transforming the support process:
- AI-Powered Ticket Deflection
Wizr deployed AI agents across multiple platforms—web, mobile, and in-app—that automated responses to routine queries. This proactive automation led to a 45% reduction in the number of tickets requiring manual agent intervention, allowing support staff to focus on more complex issues. - AI-Driven Agent Assistant
Wizr introduced an AI-powered assistant that provided real-time knowledge suggestions and contextual recommendations to agents. This support enabled faster ticket resolution, higher accuracy, and reduced the need for agents to search for information manually, streamlining the entire process.
The Results
The implementation of Wizr’s AI solutions led to impressive improvements in HR and IT support operations:
- 45% Reduction in Routine Ticket Volumes
By automating routine inquiries, the support team could now prioritize more complex tickets, driving productivity gains and quicker resolution times. - 40% Increase in Employee Satisfaction
Faster response times, consistent support, and the elimination of repetitive tasks contributed to a marked improvement in employee satisfaction. Employees reported a smoother, more efficient support experience, bolstering overall morale. - Scalability in Operations
The AI-driven system proved highly scalable, enabling the company to manage an increasing ticket volume without the need for additional resources or significant cost increases. This future-proofed the company’s support infrastructure as it continued to grow.