58% ticket deflection on the IT service desk at a global manufacturer
A global manufacturer's IT service desk was buried under repetitive password, access and how-do-I tickets across 34 countries. pronix.ai launched an agentic AI service desk on Kore.ai integrated with ServiceNow and Entra ID — 58% of tickets resolved without a human, MTTR on Tier-1 issues down from 42 minutes to under 4, and a 24/7 multilingual experience inside Microsoft Teams.
- Client
- Global industrial manufacturer, 84,000 employees
- Industry
- Enterprise
- Platform
- Kore.ai Agent Platform · ServiceNow · Microsoft Entra ID · Microsoft Teams
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
The service desk handled 1.2M tickets/year — 61% were password resets, MFA lockouts, access requests, VPN issues and knowledge lookups. Average speed-to-answer was 42 minutes on Tier-1 and 6 hours on Tier-2, with a $28/ticket fully loaded cost. Prior chatbot attempts topped out at 12% deflection because they couldn't actually complete transactions in ServiceNow or Entra.
Our approach
Bounded agent per intent, not a mega-bot
Six intent-bounded agents — password reset, MFA unlock, access request, VPN triage, software install, knowledge lookup — each with a clean escalation path. That scoping is what took deflection from 12% to 58%.
Real tool actions on ServiceNow and Entra
Idempotent, audited tool calls that actually reset passwords, unlocked MFA, provisioned SailPoint access requests, opened and updated ServiceNow tickets — not just deflection screens telling the user to file a ticket themselves.
Teams-native conversational surface
Deployed inside Microsoft Teams with SSO, so employees never left their flow. Voice and email channels routed through the same agent layer with the same guardrails.
RAG over the IT knowledge base
Grounded answers on the ServiceNow KB and SharePoint runbooks with citation, freshness scoring and a 'no confident answer → route to human' rule. Zero hallucinated procedures in production.
HITL for anything privileged
Access grants above a risk threshold, production-system changes and anything touching finance systems required a human approver in ServiceNow — the agent prepared the request, the human approved.
Evaluation and drift monitoring
A golden set of 900 historical tickets ran on every prompt or model change, plus weekly production sampling by the service-desk lead. Anything degrading > 3% blocked promotion.
“We stopped measuring the bot's containment rate and started measuring how many employees never had to open a ticket at all. That is the number that moved.”
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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