Case Study: How Big 5 Sporting Goods saved 24K user hours with 64% auto-resolution using Aisera

Key results

The challenge

Big 5 Sporting Goods, a retailer with 434 stores across the USA, had employees waiting days for IT assistance instead of focusing on high-priority tasks. The company wanted instant self-service to keep its workforce productive.

The solution

Big 5 deployed Aisera Assistant with agentic AI to deflect employee requests through instant self-service, resolving routine issues automatically and creating tickets only for unresolved requests.

The results, in context

Big 5 achieved 64% auto-resolution of employee requests and saved 24K user hours, while improving customer satisfaction by 85%. Employees can now resolve IT needs instantly rather than waiting days.

Products used