The situation
At global-bank scale, IT helpdesk volume is real money — and the largest single call driver, password resets, cost roughly $11 per call.
Lasting deflection needed two things at once: an AI front door for the calls that must happen, and engineering fixes for the recurring problems generating calls that never should.
What we did
- 01Deployed a leading conversational-AI platform across the IT helpdesk.
- 02Stood up a tiger SRE team to find and permanently fix the recurring problems driving repeat calls.
- 03Redesigned IVR and change management to route employees to a self-serve portal.
- 04Targeted the largest call culprits first — starting with password changes.
The outcome
- Helpdesk call volume down 30%.
- Major deflection of password-reset calls — the costliest category on the queue.
- Fewer recurring incidents at the source, through the tiger SRE team's fixes.
Engagement delivered by Avirso leadership during their tenure at a global management consultancy, prior to founding Avirso.