Revolutionizing Support:
VA Service Desk Automation
How XDATA deployed Natural Language Processing to reduce ticket volume by 65% for a leading Virginia logistics firm, saving over $250k annually.
The Challenge
The client, a regional logistics powerhouse based in Richmond, Virginia, was facing a critical bottleneck. Their internal IT service desk was overwhelmed by repetitive Tier 1 support requests—password resets, software access inquiries, and hardware troubleshooting.
"Our IT team was spending 70% of their time on tasks that could be automated, leading to burnout and delayed strategic initiatives."
The XDATA Solution
We implemented a custom AI-driven Service Desk Agent capable of understanding natural language intent. The system integrates directly with their existing ticketing platform to resolve common issues autonomously.
Implementation Roadmap
Audit & Data Collection
Analyzed 3 years of ticket history to identify top 20 automation candidates.
Model Training
Trained NLP models on local linguistic nuances and industry-specific jargon.
Phased Deployment
Rolled out to 10% of users initially, reaching 100% adoption within 6 weeks.
Performance Data
Manual Tickets
Manual Tickets
Response Time
Response Time
Key Results
40%
Operational spend decreased YOY
24/7
Up from 9am-5pm Mon-Fri
65%
Of L1 tickets resolved without human
Sarah Jenkins
CTO, Virginia Logistics Co.
"XDATA didn't just install software; they transformed how our entire company views support efficiency."
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