Ticket Deflection and Service Desk Automation
Repetitive demand removed from the service desk
The Service Desk Agent resolves common employee requests with diagnostics and grounded self-service answers, routing only unique cases to human support teams.
Tickets deflected this month
18,640
Across 10 categories
Blended deflection rate
37%
Target 45%
Handling time avoided
4,820 hrs
Monthly, service desk
Annualized savings
$5.1M
Top 10 categories
Category heatmap
Volume, AI deflection, avoided handling time, savings, and satisfaction.
| Category | Monthly volume | Deflected by AI | Avg. handling time avoided | Estimated savings | Satisfaction |
|---|---|---|---|---|---|
| Password and MFA issues | 8,200 | 52% | 14 min | $1.4M | 4.5 / 5 |
| Teams audio/video issues | 6,400 | 41% | 18 min | $820K | 4.2 / 5 |
| Application access requests | 5,900 | 29% | 21 min | $690K | 4.1 / 5 |
| Device refresh questions | 3,800 | 35% | 12 min | $430K | 4.4 / 5 |
| VPN and network connectivity | 3,450 | 33% | 19 min | $395K | 4 / 5 |
| Software installation | 2,980 | 44% | 16 min | $360K | 4.3 / 5 |
| Outlook and email issues | 2,740 | 38% | 15 min | $310K | 4.2 / 5 |
| SharePoint permissions | 2,110 | 27% | 22 min | $255K | 3.9 / 5 |
| Laptop performance | 1,890 | 24% | 25 min | $215K | 3.8 / 5 |
| Mobile device enrollment | 1,620 | 46% | 17 min | $205K | 4.4 / 5 |
Automation candidates
Low-risk, high-volume flows recommended for full automation.
MFA method reset with device compliance check
Teams call quality diagnostics and guided fix
Software installation via approved catalog
Mobile device enrollment walkthrough
Ticket status lookup and proactive updates
Application access request routing