A large US retail chain runs IT support across 400+ locations, handling thousands of requests each month - password resets, device issues, POS failures, and access requests. The service desk was buried under routine work. BNXT deployed an agentic AI layer that auto-resolved 64% of incoming tickets, saved 24,000 hours annually, and cut resolution time from hours or days to minutes - without adding headcount. When a POS goes down mid-shift or an employee can't get into their account, stores feel it immediately. Ticket volumes were growing, and the team needed employees to resolve issues on their own - not wait in a queue.
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Auto-resolution rate
Increase satisfaction
User hours saved annually
Every ticket landed in the same place regardless of whether it was a forgotten password or a broken integration. The service desk had no way to separate routine from complex at intake:
Industry: Retail / IT Service Management
Services: Agentic AI
Region: United States
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