Scaling IT Support with Generative AI Without Sacrificing Employee Satisfaction

Organization Profile

Industry: Enterprise Analytics & AI
Company Size: 2,000+ Employees
Region: Global
Services: End-to-end data analytics, machine learning, and AI solutions for enterprise decision-making

Intelligent Support for a Data-Driven Business

This Enterprise data analytics platform powers modern analytics and AI workflows for thousands of global organizations. Behind the scenes, though, its own IT support model was being rigorously tested by a rapidly growing user base and increasing service expectations.

Manual support workflows couldn’t scale fast enough, particularly as employees were in urgent need of faster, more autonomous ways to get help. They needed a self-service solution that could meet this challenge head-on and reduce help desk overhead, improve speed, and maintain stellar employee satisfaction.

That’s when Resolve’s AI-powered virtual agent, RITA, joined the game.

Meet RITA: The Self-Service Agent Employees Can't Wait to Use

Partnering with Resolve, this data analytics organization launched RITA (formerly Barista), a conversational AI agent built to deliver instant, intelligent IT support without costly and time-consuming human involvement.

“I saw in Resolve [formerly Espressive] more of a partnership and that resonated with me,” said the Senior Leader of Technology Services and Support. “This was a new space we were entering, so we wanted a partner that would go on the journey with us.”

Since implementing RITA, employees have been able to:

• Reset passwords
• Provision software
• Submit hardware requests
• Check ticket status
• Interact via Microsoft Teams, web portal, mobile, and more

Unlike traditional bots, RITA resolves requests autonomously. The platform executes fulfillment actions directly from the conversation, enabling true self-service.

Since going live, RITA has helped this customer achieve:

• 53% interaction deflection (resolved without human involvement)
• ‍77% employee return rate (users come back regularly)
• Seamless integration into ITSM and core productivity tools

Generative AI with Guardrails

To safely enable enterprise-grade generative AI, they also deployed the RITA LLM Gateway, which is a secure bridge between employees and powerful large language models like ChatGPT.

This implementation gave teams access to AI tools they already wanted to use, but within the guardrails of corporate governance. It also quickly became one of RITA’s most popular use cases.

What’s even better is that the LLM Gateway was designed for flexibility. That means that RITA can dynamically route requests to whichever LLM is best suited for the task, enabling future-proof scalability.

“We wanted to partner with someone who had the vision of creating an interactive experience, using generative AI, that enabled our employees to safely ask virtually anything in a responsible and governed way,” said CIO Trevor Schulze.

Business Results That Go Beyond the Bot

The impact of Resolve and RITA supersedes ticket deflection:

• 50% reduction in IT ticket load managed by live agents
• ‍Zero dip in employee satisfaction (high NPS scores maintained)
• ‍Full cost recovery through labor savings
• ‍Faster time to resolution for common IT tasks
• ‍Upskilled IT staff now focused on higher-value strategic work

A Scalable Model for AI-Driven IT Support

With Resolve, the customer built a scalable, intelligent support model that grows with the business, supports responsible AI use, and improves IT outcomes across the board. This has contributed heavily to the company’s customer happiness and industry leadership.

“We were really looking to create a new generation of capability for end user services and support,” added Schulze. “We were trying to break the mold of IT ticketing and that someone has to physically address every question that comes to the service desk.”

From self-service to smart LLM access, RITA is helping to future-proof its service delivery without compromising employee experience.

Ready to Achieve Similar Results?

Learn more about RITA to discover how intelligent automation and AI agents like RITA can drive real results for your organization or request a custom demo to see how innovative companies are scaling service and satisfaction in parallel.