Envato achieves 40 percent reduction in direct customer support requests

Australian creative assets company, Envato has achieved a 40 percent reduction in direct employee IT support requests following the integration of an AI-powered bot.

Following the introduction of the generative AI model, called 'Pixel', Envato managed to redirect or resolve 40 percent of employee support inquiries before they required direct interaction with an IT support team member.

Envato tech teams designed the bot to help update employee communications and processes when looking for digital support and IT assistance for its 600 employees worldwide. 

Libby Kempson, head of IT operations and technology experience at Envato told Digital Nation the result was “really positive” as “people can get those answers or get access to the systems far quicker”.  

“If they're stopping to log a ticket or ask a question, they're stopping that work.

“The quicker we can get those answers to them and the quicker they can deflect that work for our team and it eliminates more repetitive questions, especially if it's a self-service type question that they can answer,” Kempson said.

The company launched Pixel within Slack around a year ago with staff logging IT tickets via through its ITSM tool before the introduction of Pixel.

“Over the time since we've now got Pixel and we've had more comms and attaching more underlying systems; we get about 80 percent of their tickets coming through Pixel now.

“The majority of that shift has happened, which has been positive.”

The other metric Kempson looked into was employee engagement with Pixel, which reached an average of “between 60 to 70 percent”.

The bot from Moveworks integrated into the Slack platform, was established to help improve the efficiency and productivity of staff internally, Kempson said.

“Part of the solution with Moveworks is around going, this is the one place we can go to, the bot within Slack, that we can connect to our underlying systems and knowledge repositories that people will be able to surface that information or log tickets with our supporting business teams.”

This would “just feel like it's just part of the every day, what they use within Slack,” Kempson added.

“Part of why we also work with Moveworks bot is that you can use natural language and it's evolved now to embrace AI so it's a bit more of that Chat GPT-like experience.”

Kempson said, “Overall Pixel has been positive and it's changed the way that [staff] will interact- it's much easier for them to log tickets or get updates without having to wait for a manual response or contact people individually”.

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