Dartmouth College Case Study: AI-Powered IT Helpdesk

The Challenge: Dartmouth's IT department handled over 40,000 support tickets annually, with 68% of those tickets covering a known set of roughly 200 recurring issues—password resets, software installation, network access, and account management. Students and faculty waited an average of six hours for responses during peak periods, and IT staff were consumed by low-complexity work rather than infrastructure improvements and strategic initiatives.

The Solution: AGIX deployed an AI helpdesk agent trained on Dartmouth's IT knowledge base, documented procedures, historical ticket data, and system integration documentation. The agent handles the full lifecycle of common requests 24/7—guiding users through password resets, diagnosing connectivity issues, provisioning software access, and completing account changes—without any human involvement for routine cases.

The Impact: 74% of IT tickets now resolve automatically, freeing the IT team from thousands of hours of routine support annually. Average resolution time dropped from six hours to under four minutes for automated cases. With low-value tasks handled by AI, IT staff redirected over 60% of their capacity to infrastructure improvements, security initiatives, and faculty technology projects, producing compounding value beyond direct cost savings.