How Vidyard used Risotto's AI IT Agent to help Automate 56% of IT Requests

Scaling Challenges with Internal Support

As a fast-growing B2B software company, Vidyard has rapidly expanded its team and scope of services over the past 18 months. This growth has brought new challenges for Vergil, Vidyard's IT Manager, and his team, as they work to keep up with the increase in support requests while maintaining compliance standards.

"Anything that we can automate to make things more efficient, we want to do," said Vergil. "It's not a good use of my team's time to address the same question over and over again."

Vidyard was finding that employees would often bypass available resources and come directly to the help desk with repetitive questions. This created a backlog that pulled the IT team away from strategic initiatives. Vidyard knew they needed a solution to streamline these common inquiries and free up his team's time, so they set out to find something better.

Risotto's AI IT Agent Helps automate 56% of Vidyard’s IT Tickets

Vidyard was interested in Risotto's IT agent's ability to provide instant answers to common questions, as well as its potential to improve compliance by automating software access requests. They rolled out the Risotto agent across their IT, HR, and engineering teams, leveraging the tool's natural language capabilities to handle a wide range of inquiries.

Today Risotto's agent automatically resolves or handles initial triage for 56% of their support tickets.

"We wanted to implement more standardization and automation in our help desk, but there wasn’t an easy way in Slack without clunky custom work. Risotto helped us do that" Vergil explained.

Improving Compliance and Audit Efficiency with Risotto's Agent's IGA abilities

One of the big benefits Vidyard has seen from Risotto's IT agent is its impact on their compliance efforts. As part of their SOC 2 audit, the company needs to provide detailed evidence of their access control processes.

"Our control for SOC 2 is that access to privileged systems is approved by a manager," said Vergil. "Risotto is able to automate the approval process and ticket tracking portion which is exactly what we needed."

Today, rather than sifting through unstructured email threads and Slack messages, Vidyard can now simply pull the relevant ticket information from Risotto's centralized system. This streamlined the evidence collection process, saving the team significant time.

"Sending a compliance report from Risotto with all of the tickets tagged correct - that's so much easier," Vergil noted. "It’s definitely made audits a far less stressful experience."

Empowering Employees and Boosting Productivity with Risotto's Agent

In addition to the compliance benefits, Risotto's AI agent has also helped empower Vidyard's employees to find answers on their own. Rather than always coming to the help desk, users can interact directly with Risotto to get the information they need.

This self-service capability has freed up Vidyard’s IT team to focus on strategic priorities. "Risotto gives people the self-service assurance to know we're here if they need us, while it also helps take things off our plate," Vergil explained.

Expanding The Risotto Agent Impact Across Departments

As Vidyard continues to grow, they see opportunities to further leverage Risotto's agents to streamline internal operations for multiple departments and make internal knowledge management easier. They are particularly interested in integrating the tool more deeply with their Confluence knowledge bases to provide more comprehensive search capabilities and allowing other teams to leverage the tools DM functionality.

“It is a great help for documentation and maintaining records and it highlights for us internal sources that need to be updated.” Vergil mentioned. He goes on to say, “The appetite for an internal triage bot is enormous, even beyond the IT perspective, having something to triage questions for other departments automatically is huge."

All together, Vidyard's positive experience working with the Risotto team has reinforced their confidence in the solution's ability to scale and adapt to the company's evolving needs. Risotto and Vidyard are looking forward to continuing to collaborate on driving internal efficiencies and improving security and compliance postures.