IT AI Agent
The AI-driven support agent, built using the company’s existing Zendesk materials, streamlined IT support, increased productivity, and significantly reduced the burden on the IT helpdesk
About The Client
The client, a large enterprise with an extensive legacy IT infrastructure, struggled with an aging workforce less accustomed to navigating self-service portals. Their IT team spent a significant portion of their time fielding repetitive queries, often redirecting users to knowledge base articles or existing Zendesk tickets. Despite having well-documented solutions, the complexity of the search process prevented employees from effectively self-serving. The client needed a solution that would present relevant information instantly, improve the user experience, and free up their IT department for more complex tasks.
Business Challenges:
Constantly handling repetitive tickets drained time and resources, limiting the IT department’s ability to tackle higher-level strategic projects
Employees struggled to navigate and understand the available documentation, leading to reliance on direct IT support
Despite robust Zendesk documentation, the search process was cumbersome, resulting in prolonged resolution times
As the company grew, so did its volume of support requests, threatening to overwhelm existing IT support workflows
Our Solution:
By training a natural language model on the company’s repository of tickets and documents, the AI agent could quickly interpret user queries and retrieve the most relevant solutions
A user-friendly chat interface enabled employees to describe their issues in plain language, reducing the need for technical know-how
The AI agent didn’t just provide links; it offered step-by-step instructions, ensuring employees could resolve many issues without additional IT intervention
With every query, the AI model refined its understanding, improving the accuracy and relevance of its responses over time
Business Value:
The AI agent drastically reduced the volume of repetitive tickets that required direct IT involvement, freeing support staff to focus on complex projects
By providing immediate, easy-to-understand guidance, employees gained confidence in self-service resources and became more independent
The AI ensured that responses were always up-to-date and accurate, minimizing misinformation and maintaining organizational standards
As the company expanded, the AI solution scaled effortlessly, preventing resource bottlenecks and maintaining quick resolution times
Ascend team worked on client's business needs and achieved the following results
Routine inquiries handled by the AI agent cut repetitive IT tickets by over 50%
Employees found solutions instantly, reducing the average time to resolve common issues from hours to mere minutes
With the mundane tasks delegated to the AI agent, IT support staff reclaimed up to 30% of their workday for strategic initiatives
Quicker, clearer solutions led to improved employee satisfaction rates and increased trust in internal support resources
