Academic Medical Center Cuts Support Time by 30% with GenAI-Powered Service Desk
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30%
faster resolution time
24/7
support for 22,000+ users
5k+
knowledge docs unified
Results
Akkodis seamlessly consolidated 5,000+ knowledge assets from ServiceNow, SharePoint, and GitHub into a single GenAI-powered knowledge layer, providing instant access for 30+ service desk agents supporting over 22,000 users and handling 15,000+ monthly voice contacts. This unified knowledge foundation enabled intelligent automation across the service desk: - Reducing average resolution times by 30% - Saving over 5 minutes per ticket The impact: higher agent productivity, 24/7 support availability, faster resolutions, and a measurable boost in end-user satisfaction.
