Cutting IT service-desk ticket volume 44% at a global bank
Password, access and device tickets consumed two thirds of a global bank's service-desk capacity. pronix.ai shipped an AI-for-IT layer that resolves those journeys end to end — including the underlying transaction — deflecting 44% of ticket volume with a full audit trail for every automated action.
Global bank, 62,000 employees across 19 countries · ServiceNow · Azure AI Foundry · Entra ID · Intune
- Client
- Global bank, 62,000 employees across 19 countries
- Industry
- Financial Services
- Platform
- ServiceNow · Azure AI Foundry · Entra ID · Intune
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
1.1M tickets a year, 68% of them repetitive access, password and device requests. Mean time to resolve sat at 9.4 hours, offshore capacity was capped, and a previous chatbot answered questions but could not perform any action — so users abandoned it and opened a ticket anyway.
Our approach
Automate the transaction, not the answer
Group membership, licence assignment, password reset and device enrolment were wired as governed tool calls. If the assistant cannot complete the request, it opens a pre-filled ticket rather than a dead end.
Risk-tiered approvals
Low-risk actions execute immediately; privileged access always routes to a human approver with full context. The tier map was signed off by security before build.
Every action logged as a change record
Automated actions land in ServiceNow with the prompt, the identity, the tool call and the result — the same evidence an auditor expects from a human technician.
Major-incident awareness
During an active incident the assistant tells employees what is broken and suppresses duplicate tickets, which removed the storm pattern that used to swamp the desk.
Weekly gap review
Unresolved intents feed a weekly backlog that turns the top misses into new automations — 11 shipped in the first six months.
“The difference is that it does the thing. Everything before this just told people how to do the thing.”
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Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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