A prominent post-secondary educational institution, supporting tens of thousands of students, faculty, and staff, faced mounting challenges in delivering efficient IT support while managing escalating operational costs. To address these issues, SourceMash Technologies introduced an advanced AI-driven support system that integrated chatbot functionality, robotic process automation (RPA), and access to live agents when needed.

Business Challenges

With a high volume of repetitive IT requests—ranging from password resets to software troubleshooting—the existing support team struggled to maintain quick response times and consistent service levels. Additionally, the 24/7 nature of the institution’s user base demanded a round-the-clock support solution that could scale without proportional increases in staffing costs.

The Innovative Solution

SourceMash Technologies deployed a multi-faceted platform that:

• Automated Routine Tasks: The AI chatbot handled standard inquiries and common troubleshooting steps autonomously, significantly reducing the workload on human agents.
• Streamlined Workflow with RPA: Repetitive backend processes, such as ticket categorization and priority assignment, were automated to accelerate issue resolution.
• Seamless Human Escalation: Complex or unusual problems triggered a smooth handoff to live support agents, ensuring no compromise on service quality.
• 24/7 Availability: The system provided uninterrupted support, accommodating users across different time zones and schedules.

Key Outcomes

• Significant Cost Savings: The institution realized a 25% reduction in overall IT support costs within just one month, underscoring the rapid impact of automation.
• High Autonomous Resolution Rates: The chatbot independently resolved 35% of incoming tickets, contributing to a dramatic 67% decrease in the average cost per ticket.
• Enhanced Service Efficiency: Automation led to faster response times and more reliable availability, improving the experience for all users.
• Improved Support Metrics: Call center performance indicators improved noticeably, including higher answer rates and a substantial drop in call abandonment rates, reflecting more effective user engagement.

Key Takeaways & Lessons Learned

By embracing AI-powered automation in their IT support operations, the institution not only optimized costs but also elevated the quality and responsiveness of service delivery. This case demonstrates how educational organizations—and similar large-scale enterprises—can successfully modernize their IT infrastructure by adopting intelligent technologies, achieving both operational efficiency and higher user satisfaction.