Global enterprise reduced MTTR by 55% and achieved 70% ticket deflection with AI-driven ITSM automation
The Client
Key Challenges
- SLA breaches: Rising due to delays in handling peak demand across regions.
- High ticket volume: Repetitive L1 incidents (password resets, VPN access, software installs) consumed 65% of service desk bandwidth.
- Escalation overload: Too many tickets escalated to L2/L3 without adequate triage.
- Employee frustration: Delayed response times and lack of self-service led to lower IT satisfaction scores.
- Slow resolution cycles: Average MTTR (Mean Time to Resolve) stretched to 18 hours for non-critical issues.
Our Solution
To address these challenges, Auralis AI was deployed as an intelligent service desk layer, automating incident triage, L1 resolution, and contextual knowledge delivery across multiple channels.
- Automated L1 resolution: Password resets, software provisioning, printer/VPN issues handled instantly by AI.
- Incident triage & routings: Categorized, prioritized, and enriched tickets with contextual data before escalation.
- Knowledge base integration: AI delivered self-service answers from ITSM articles, reducing ticket creation.
- Proactive alerts: Auto-notifications for outages, patch updates, and maintenance windows to reduce incident inflow.
- Omnichannel support: Integrated into Slack, MS Teams, and ServiceNow for seamless employee experience.
ROI-Driven Results in 60 Days
Avg. MTTR (non-critical)
SLA Adherence (P1/P2)
Ticket Deflection
Monthly Ticket Volume
Employee Satisfaction (ITSM CSAT)
Cost per Ticket
The Process
Data ingestion
Identified high-volume incident categories (password resets, access, collaboration tools, endpoint troubleshooting).
LP-trained AI
Tuned on ITSM ontologies: incidents, changes, requests, SLAs.
Workflow automation
Set up triggers for provisioning, VPN unlocks, password flows, and patch notifications.
Seamless integrations
Connected with ServiceNow and collaboration tools (Teams/Slack).
Continuous optimization
Feedback loop ensured AI accuracy grew to >92% intent resolution.
Human-in-the-loop
Complex cases escalated with enriched logs, saving L2/L3 teams 30% investigation time.
The Results
With Auralis AI, the client transformed its IT service desk into a proactive, high-performing operation that delivered faster resolutions and greater employee satisfaction.
- Routine incidents such as password resets and access requests were resolved instantly through automation
- Resolution times for non-critical tickets improved significantly, cutting down overall backlogs
- SLA adherence increased as priority issues were handled more consistently and on time
- Employees reported higher satisfaction thanks to faster, more reliable omnichannel support
- Escalations to higher-level teams were reduced with enriched context and better triage
Client Testimonial
With Auralis, our IT service desk scaled effortlessly. Routine tickets are resolved instantly, MTTR is cut by half, and employees finally get consistent support across chat, email, and portals. Our L2 teams are free to focus on complex issues, while SLAs are consistently met. Auralis has transformed IT support from reactive firefighting to proactive service delivery
The Auralis Difference
See how Auralis deploys custom AI agents in days, not months.