BDO Canada: 84% IT Auto-Resolution with AI Agents

We were looking to boost employee productivity with increased auto-resolution and allow us to drive our IT AI agent journey. We are very pleased with our IT AI assistant and are looking forward to expanding our footprint and capabilities.

Adam Dallaire,
Senior Manager, BDO Canada

84%

auto-resolution rate

72%

improved productivity

$1.9M

projected cost savings

Smarter IT Support at Enterprise Scale

BDO Canada enables 24/7 self-service to scale IT support while improving employee productivity.

The Challenge

Overwhelming IT ticket volumes
Low deflection rates
Limited self-service capabilities
Productivity bottlenecks

The Solution

AI assistant for all IT requests
Comprehensive analytics suite
Performance optimization

The Result

Rapid ticket deflection
Increased cost savings
Improved productivity

Review solutions

Products used

AI for ITSM solution
Comprehensive analytics suite

Explore the solution

AI agents Revolutionize IT Support at BDO Canada

As one of Canada's largest professional services networks, BDO Canada faced significant challenges with overwhelming IT ticket volumes that created productivity bottlenecks. Their existing solution delivered limited results with low deflection rates and limited self-service capabilities.

To ignite a transformation, BDO Canada launched EVA, an AI agent powered by Automation Anywhere’s AI for ITSM. EVA doesn’t just "chat"—she takes autonomous action, resolving complex requests like software provisioning and hardware procurement instantly. By leveraging a comprehensive analytics suite, the team continuously sharpens EVA’s performance, turning IT support from a cost center into a high-speed engine for operational excellence.

Setting the Standard for IT Excellence

BDO Canada plans to continue expanding its use of AI agents to support additional IT use cases and further optimize service operations, reinforcing its commitment to innovation, efficiency, and a modern employee support experience.