Big 5 Sporting Goods | Automation Anywhere

At Big 5, harnessing the transformative capabilities of an AI for ITSM solution, we empower our workforce with instant self-service, ensuring we move fast and achieve peak productivity.

Tim Montano,
VP of IT, Big 5 Sporting Goods

64%

auto-resolution rate

24,000

user hours saved

85%

increase in satisfaction

AI-powered IT support that scales with the business

Big 5 Sporting Goods automates common IT requests, delivers instant employee support, and reduces service desk workload through AI-powered self-service across 400+ locations.

The Challenge

Rising IT ticket volumes
Delays in issue resolution
Limited self-service capabilities

The Solution

AI-powered self-service assistant
Automated ticket resolution workflows
Integrated enterprise systems

The Result

Scaled IT support across locations
Faster issue resolution
Higher employee productivity

Review solutions

Products used

Agentic AI for IT support

Explore the solution

AI agents transform IT support across Big 5’s retail network

Big 5 Sporting Goods operates across 400+ retail locations, where fast and reliable IT support is essential to keeping stores running smoothly. As ticket volumes grew, support teams were overwhelmed, and employees faced delays in resolving routine issues, impacting productivity and store operations.

By deploying AI agents for IT support, Big 5 enabled instant self-service for common requests such as password resets, access issues, and device troubleshooting. A unified interface streamlined all IT interactions, eliminating the need to navigate multiple systems or depend on service desk teams for routine tasks.

This shift reduced manual effort, accelerated resolution times, and allowed employees to resolve issues in minutes instead of hours or days—transforming IT into a faster, more scalable support function.

Scaling IT support with AI agents

Big 5 continues to expand its use of AI agents to further reduce ticket volumes and enhance service desk efficiency. By scaling intelligent automation across stores and headquarters, the company is building a future-ready IT support model that grows with the business.