Reimagining IT Support with GenAI

Situation

A Fortune 150 SaaS company’s IT Service Desk faced rising demand and inefficiencies that strained capacity and inflated costs.

With more than 250,000 annual IT chats and year-over-year growth exceeding 20%, the client’s Service Desk was under pressure to manage increasing volume. The existing virtual agent lacked personalization, struggled with NLP, and offered limited integrations, forcing 70% of chats to require human intervention. This inefficiency drove high operational costs and a 12% pre-agent chat drop-off rate, eroding employee satisfaction.

Approach

Metis Strategy designed and deployed a GenAI-powered Service Desk Co-Pilot to automate requests and enhance self-service.

• Established a fact base on chat volume, ticket categories, and system limitations to identify priority use cases.
• Built a GenAI-enabled co-pilot integrated with existing IT platforms, designed to be platform-agnostic and scalable.
• Automated triage and resolution of high-volume use cases (e.g., troubleshooting error codes, information-only requests) to reduce manual intervention.
• Delivered personalized, contextually relevant interactions through advanced natural language understanding while ensuring seamless escalation to agents when needed.
• Embedded analytics and a test-and-learn approach to continuously optimize performance and drive lasting business impact.

Outcome

The GenAI Co-Pilot reduced human intervention and unlocked multimillion-dollar savings while enhancing employee experience.

Through this engagement, the client was able to transform its IT support model into a scalable, AI-powered service:

• 40% of tickets deflected, exceeding the 20% target and freeing agents to focus on complex, high-value issues.
• 30% cost per ticket reduction opportunity, driving an estimated $3M in savings over two years.
• Median handling time decreased significantly, accelerating resolution and improving productivity.
• Employee experience improved, with satisfaction ratings of ≥4.6/5 tied to frictionless, intuitive self-service.
• Ongoing enhancements ensured by analytics, enabling continuous iteration and enterprise-wide scalability.