Overview:
Big 5 Sporting Goods, a U.S. sporting goods retailer with more than 430 locations, faced operational friction due to high volumes of IT support requests and limited self-service options for employees. These challenges slowed down support teams and created productivity bottlenecks across stores, impacting employee satisfaction and day-to-day operations.
To address this, Big 5 partnered with Aisera to deploy an agentic AI-powered support platform, enabling employees to resolve common IT issues instantly without manual intervention by IT staff. The solution unified support channels and automated routine support tasks, freeing IT teams to focus on higher-impact work while significantly improving service responsiveness.
Key Features:
Deploys agentic AI agents to deliver self-service IT support across common employee inquiries.
Auto-remediates tickets by resolving routine issues without human agent intervention.
Creates support tickets only for unresolved or complex requests requiring escalation.
Provides a unified support interface, reducing the need to navigate multiple systems.
Improves user experience and engagement with personalized AI-driven responses.
Results & Impact:
64% automation rate of employee request resolutions, significantly reducing manual workload.
24,000 employee hours saved annually, reflecting substantial time reclaimed from IT support tasks.
85% increase in employee satisfaction, indicating stronger service experiences post-AI deployment.
Enhanced operational efficiency, allowing staff to focus on priority responsibilities with fewer interruptions.
AI Technology:
AI Model Types: Generative AI / Agentic AI agents
AI Purpose: Automate support workflows, resolve IT requests, improve response quality
Application Type: IT operations / Employee support automation
Target Users:
IT Support Teams
Retail Store Employees
IT Operations Leaders
HR & Employee Experience Teams