Magazine publisher, about 1,600 staff
60% of calls about a real IT problem are solved on the call.
An AI agent handles common IT problems and creates tickets when more help is needed.
- Sector
- Publishing
- Business
- Magazine publisher, about 1,600 staff
- What we built
- AI phone agent · Self-service guidance · Ticket handoff
- Status
- In production
Before
Staff needed help with routine IT problems.
Password resets, for example.
How it works
IT support lineIncoming callOn the callCall ended Staff memberCalling the support number
CallerI need a password reset.
AI agentI can reset it for you now.
Solved on the callGuided to self-serviceTicket for the support teamOpened by the AI agent when a person is needed
In production
Staff get help on the call, and the support team gets a ticket only when a person is needed.
Which requests still wait for a person?