Guardant Health Achieves 70% Ticket Deflection, While Improving Employee Experience

Organization Profile

Industry: Precision Oncology & Healthcare Technology
Company Size: 3,000+ Employees
Region: United States (Global operations)
Services: Proprietary blood tests, data analytics, and clinical insights advancing cancer detection, therapy selection, and patient outcomes

Scaling IT Support for a Rapidly Growing Enterprise

Guardant Health is scaling quickly as it leads the way in precision oncology solutions. But what tends to come with fast growth? A surge in IT support demand. The company’s help desk was inundated with routine questions, manual ticket creation, and interruptions that pulled agents away from strategic initiatives.

Employees frequently bypassed Jira by emailing, texting, or stopping by in person, leaving little visibility into support metrics and creating an environment of shadow IT. The shift to remote work during the pandemic only compounded the challenge, introducing remote onboarding and new channels like Slack that further fragmented support.

“Onboarding new employees remotely during the pandemic presented some new challenges,” Guardant CIO Kumud Kalia explained. “Not being able to ask a team member or desk neighbor for some straightforward information could hamper productivity and slow down our rate of innovation.”

Building out a comprehensive knowledge base would take time the IT team didn’t have. Guardant needed a scalable, always-on solution that could handle common requests, deflect tickets, and integrate seamlessly with Jira. They needed a tool that could help them achieve Zero Ticket™ IT: a paradigm of proactive transformation instead of reactive firefighting.

RITA: A Smarter Path to 24/7 Self-Help

Guardant Health deployed RITA (formerly Barista), Resolve’s AI-powered virtual support agent, to provide employees with fast and accurate self-help across multiple channels.

“The native Slack integration was a natural fit for Guardant since that’s how we share information with each other. The new integrated functionality facilitated rapid employee adoption,” said Kalia.

Key elements included:

• Slack-first experience: Native integration ensured employees could get help where they already worked.‍
• Omni-channel access: Available via Slack, mobile app, desktop icon, web browser, and email interception.‍
• Automated top use cases: High-volume requests like software provisioning, password resets, and Microsoft Outlook troubleshooting were automated from day one.‍
• Seamless ITSM integration: Bi-directional connectivity with Jira Service Desk that ensured every interaction (whether from RITA or Jira) was captured for reporting and visibility.‍
• Employee Language Cloud: Delivered immediate ROI by recognizing billions of phrases across thousands of topics, minimizing the need for Guardant to expand its knowledge base manually.

With RITA absorbing repetitive tickets, help desk staff gained bandwidth to focus on more complex issues and innovation.

Driving Adoption Across the Workforce

Guardant worked closely with Resolve to build a succinct proof of concept and ensure RITA’s rapid uptake. Tailored communications like infographics, videos, and gamification also introduced RITA in a way that fit company culture.

The rollout followed a phased approach: first making RITA available through desktop, web, and mobile, and then extending into Slack. RITA’s ability to meet employees where they worked ensured immediate awareness and strong adoption.

“The team has really shown that they can move quickly to adapt to what their customers are asking for,” said Dave McCandless about the collaboration.

Results That Scale with Growth

Since implementing RITA, Guardant Health has realized measurable improvements in IT efficiency and employee experience, including, but not limited to:

• 70% ticket deflection achieved
• ‍Immediate ROI from day one, powered by the employee language cloud
• ‍Improved visibility into ticket trends, with all interactions captured in Jira
• ‍24/7 coverage for hybrid and remote employees, supporting global operations
• ‍Streamlined onboarding, enabling new hires to access help without overwhelming the help desk

By automating repetitive work and shifting employees toward self-service, Guardant is no longer forced to hire new help desk agents at the same pace as company growth. This dynamic improves employee and, ultimately, customer experience.

What’s Next: Expanding RITA Beyond IT

Guardant is continuing to scale automation through RITA:

• Infrastructure support: Automating requests such as security group management and cloud connectivity, which generate 450–500 tickets weekly.
• ‍Conference room automation: QR code-enabled reporting to simplify problem resolution.
• ‍Triage and escalation: Ensuring lab technicians and employees receive emergency support after hours by routing incidents directly to the right team.

As Guardant expands use cases, RITA is evolving into a unified, enterprise-wide support agent that strengthens IT efficiency, improves service delivery, and enhances employee experience.

Ready to Achieve These Results for Yourself?

Check out Resolve Actions to discover how intelligent automation and AI agents like RITA can transform IT support—or request a custom demo to see how organizations like Guardant Health leverage Resolve to transform experiences and achieve Zero Ticket IT.