Raleigh became the first municipal government to deploy ServiceNow's L1 AI Specialist in production, using AI agents to route and resolve IT service tickets—cutting service-desk costs 66%, returning 1,300+ staff hours/year, and autonomously resolving nearly half of IT support requests with a goal of 85% (reported by ServiceNow / City of Raleigh)
Municipal IT support needed higher automation without an in-house AI engineering bench, while serving ~500,000 residents' broader service ambitions (reported by ServiceNow / City of Raleigh)
BDO Canada replaced a low-deflection self-service tool with EVA, powered by Aisera's AI agents, which provides proactive IT self-service and takes autonomous actions on common requests such as software provisioning, hardware procurement and account troubleshooting. Aisera reports more than 3,200 IT requests handled with 84% auto-resolved right away, and $1.9M in projected cost savings (a projection, reported by Aisera)
Mercor (30,000+ external experts, 250 employees) had IT support running only through a Slack channel with no ticketing and contractor Google accounts created by hand. With Serval, managers start expert onboarding in Slack; Serval checks the requester's permissions, creates a Google Workspace account and applies a role-based access template. Serval answers IT questions around the clock, and engineers post SQL queries in Slack that Serval validates and routes to 14 DBAs to approve with one click, with full audit trails. Workflows are built in natural language with visible generated code, and Serval now spans seven teams. Serval reports 4,000+ contractors onboarded, ticket automation (the source gives both more than 60% of tickets automated and 50% zero-touch resolution, so neither is headlined) and 24/7 coverage (reported by Serval, quoting Mercor Head of IT Dana Stocking; vendor-published)
Baptist Health started with Hyro voice AI agents for IT help-desk calls (MyChart password resets), then extended them to scheduling and FAQs across phone, web and mobile; the password-reset use case saved nearly $1M within three months with 79% call deflection, and scheduling agents reached 64% resolution across 57 clinics (reported by Hyro / Baptist Health)
Blackbaud's defensive cyber operations use CrowdStrike Charlotte AI daily for detection triage, investigation and threat hunting, reporting a 3× improvement in MTTR and more than 30,000 Charlotte uses in 30 days (reported by CrowdStrike / Blackbaud)
Bridgestone Americas used AWS Transform for mainframe to analyze 1.2M+ lines of z/OS COBOL and JCL, replatform it to Java and support integration testing while moving its four remaining business-critical mainframe apps to AWS (Db2 and VSAM to Amazon RDS PostgreSQL) in about seven months, with humans guarding business logic and compliance. Bridgestone cites 90% efficiency gains for the overall migration and potential savings in the millions, not quantified (reported by AWS / Bridgestone)
L2 · SupervisedVerified · Production
Manufacturing · Automotive — Software Development · IT