CHALLENGE
At a large multi-division bank, the IT service desk was overwhelmed by high-frequency, low-complexity requests. Password resets and account unlocks alone made up the majority of inbound call volume — tasks that required human agents to manually orchestrate identity verification, authentication, and system updates.
The cost burden was significant:
~60%
Of IT call volume from password resets and account unlocks
4–8 min
Average handle time per ticket for routine tasks
$6–$12
Industry cost per human-handled call
PROCESS
01
Intake via Voice Channel
Employees place a request through their existing communication channel. The system identifies the request type and initiates the appropriate resolution flow.
02
Authentication
Through multi-division identity verified automatically federated identity verification handles authentication across both divisions automatically, within a single bot flow.
03
Validation
As the AI processes the request, disseqt runs input/output validation across many validators checking for hallucinations, PII leakage, prompt injection attempts, bias, and harmful content before any action is taken.
04
Resolution & Escalation
Once identity is verified and the interaction validated, the password reset or account action is executed automatically, with no human agent involvement required. For complex cases, the system escalates to a human agent within their familiar interface — with full context preserved, eliminating the need to repeat verification steps.
05
Governance Full audit trail, compliance reporting, and RAI dashboards
Audit trails, compliance reports, responsible AI logs, and leadership dashboards are generated automatically — supporting regulatory requirements without manual preparation.
OUTCOMES
Handle time cut from 8 min to under 2
Routine ticket resolution- time reduced from 4–8 minutes to under 2 minutes through full automation.
80%+
Cost reduction per interaction - AI self-service dramatically reduces the cost of handling routine requests at volume.
15+ responsible AI categories governed
Disseqt governs every interaction across PII, bias, hallucination, toxicity, prompt injection, and more — continuously.
Multiple responsible AI categories governed continuously — including PII, bias, hallucination, toxicity, and prompt injection.
Regulatory reports, audit logs, and compliance dashboards generated automatically — no manual preparation required.
Near-zero learning curve for human agents, who continue to operate within familiarired.
This is the gap disseqt fills. Enterprise IT service desks process millions of routine requests each year, with cost per interaction in the range of $6 to $12 industry-wide. Automating even a fraction of that volume — with responsible AI governance built in — translates directly into millions in operational savings, freed-up engineering capacity, and stronger compliance posture.
disseqt gave us the assurance layer we needed to automate confidently — every AI-driven interaction is governed, audited, and explainable. It is what made the business case for full deployment defensible to our board and regulators."
— IT Operations Director, Leading Bank (name withheld)
