Automating IT and HR Support with Ada's Conversational AI

The client is a global company with over 3,000 employees spread across different time zones and speaking different languages. They have a small IT department of six people and an HR department of approximately four full-time employees. The client was struggling to manage a growing number of IT and HR support tickets, especially during organization-wide events that launched tens of thousands of tickets. The traditional approach of creating a ticket and waiting for an email response was proving inefficient, often taking days to resolve a single ticket. The client needed a solution that could automate the employee experience, relieve the overworked IT and HR teams, and handle mass incidents at scale.

The client, a global company with over 3,000 employees, was facing a significant challenge in providing IT and HR support across different time zones and languages. The traditional approach of creating a ticket and waiting for an email response was proving inefficient, often taking days to resolve a single ticket. The IT and HR departments, consisting of only six and four full-time employees respectively, were overwhelmed with the growing number of support tickets and project lists, especially during organization-wide events that launched tens of thousands of tickets. The client needed a solution that could automate the employee experience, relieve the overworked IT and HR teams, and handle mass incidents at scale.

The client turned to Ada's brand interaction platform to automate their IT and HR support. Ada's conversational AI was integrated with the client's Workday API to validate employee's name, role, location, and management level at the beginning of each conversation. The AI was designed to provide personalized information based on policy and process variances by location. The client also set up two integrations with Zendesk to automate the creation of non-urgent tickets and to provide a seamless handoff from automation to a live agent when needed. With Ada, the client was able to deactivate their phone and email support systems, providing around the clock, instant global support in four languages. Half of their help desk staff were reassigned to more impactful projects, such as implementing new IT software and tools, building strategies for hiring and retention, and handling mass incidents.

• The implementation of Ada's conversational AI significantly improved the client's IT and HR support. The AI was able to handle a large volume of tickets, relieving the overworked IT and HR teams and allowing them to focus on more complex and valuable projects. The client was able to deactivate their phone and email support systems, providing around the clock, instant global support in four languages. The AI also provided personalized information based on policy and process variances by location, improving the employee experience. Furthermore, the client was able to integrate Ada with their existing systems, such as Workday and Zendesk, further enhancing their support capabilities.

• 84% of IT and HR tickets were resolved by Ada

• 50% of help desk staff were re-assigned to higher-value projects

• Ada supports 4 languages