In the fast-paced world of automotive manufacturing, efficiency isn’t just about assembly lines and supply chains—it’s about empowering every employee with seamless technological support. When a global automotive supplier found its IT support system struggling to keep up with the needs of 24,000 employees across 18 countries, it knew it was time for an overhaul.

Local IT teams provided assistance only during business hours, while a 24/7 service desk (SD) offered support exclusively in English. Despite multiple support channels including email, chat, and self-service options, the SD was overwhelmed, leading to inefficiencies and delays, particularly for routine requests like hardware and software tools. Employee productivity suffered as wait times increased.

Avaamo’s IT Agent was made accessible through Microsoft Teams and the ServiceNow portal, offering responsive, personalized care at scale. These AI Agents were integrated with the company’s ServiceNow system, efficiently handling common requests and significantly enhancing IT support scalability across all 18 countries. The solution also integrated with internal SharePoint and the company’s website to automate routine IT queries. This comprehensive approach allowed the system to answer and automate over 40,000 queries in the first quarter it was introduced.