Coca-Cola KSA Revolutionizes Employee IT Support with Leena AI’s Autonomous Agent
Every IT issue went in as a service request, and employees waited about two hours for help.
An assistant signed in on every laptop now answers, tracks and fulfils routine IT requests in seconds.
Coca-Cola KSA has been part of Saudi Arabia's beverage industry since the 1950s. Its digital transformation team wanted every employee to have IT help around the clock, without opening a portal or waiting on a queue.
Before that, every IT issue went in as a service request with a turnaround of about two hours, and often longer when volumes spiked. Most of those requests were repeats. The answer usually sat in an IT policy or troubleshooting document — an engineer just had to find it first.
- Most IT tickets were repeat questions already answered in policy and troubleshooting documents.
- The deciding requirement was an assistant that is always signed in on the laptop, not another web portal.
- Password resets moved off the IT queue. Employees now handle them weekly on their own.
- Routine queries that took about two hours are now resolved in two seconds.
Where IT support was slowing down
Three things were stacking up on the IT support team.
Repetitive queries were slow to resolve, because each one waited in the same queue as everything else. Ticket volumes kept rising, which delayed the team further. And even the simplest request needed an agent to look up the right procedure before the employee could act on it.
Advanced employee tickets could not be resolved automatically at all, so engineers spent their day on work that did not need an engineer.
Why a web-based helpdesk would not do
The team needed single sign-on and an assistant that ran on employees' own devices. Several vendors were evaluated. Most offered web-based tools, which would have meant one more place for employees to go and log in.
Leena AI showed an automatically logged-in assistant on the laptop from the proof of concept onward, and that settled it.
Other vendors offered web-based solutions, but we needed an automatically logged-in digital assistant employees could immediately and always access on their laptops. We evaluated a few vendors with this requirement, and Leena AI stood out by demonstrating this capability right from the proof of concept (POC) stage.
Syed KareemuddinIT Infrastructure & Security Manager, Coca-Cola KSAWhat Coca-Cola KSA built
The assistant, CCBCSA, started with frequently asked ‘how-to’ queries. It reads across the relevant IT documents and answers in a few seconds. Early in the pandemic, when questions about adopting MS Teams surged, it took the whole category off the agents' plate.
As employees began interacting with CCBCSA, Coca-Cola KSA also decided to manage IT ticketing support on Leena AI's Autonomous Agent platform.
One assistant on every laptop, four IT jobs off the engineers' desks
- KnowledgeAnswers ‘how-to’ questionsSearches IT policy and troubleshooting documents and replies in seconds.
- TicketsLogs and tracks ticketsEmployees raise IT issues, view what they have raised and follow updates in one place.
- RequestsFulfils routine requestsPassword reset, new device, licence and application access requests run without an engineer.
- AlertsSends personal noticesPrompts each employee to renew a password or complete a device request at the right step.
Password reset became the most used module. The assistant tells employees when the next step needs their input, so they only reach IT support for real problems.
What changed
Routine queries now resolve in seconds instead of hours, and the IT team gets far fewer calls and tickets each day. ‘How-to’ queries fell by 80% and common support requests such as system cleanup by 30%.
| Measure | Before | After |
|---|---|---|
| Time to resolve a routine query | About 2 hours | 2 seconds |
| ‘How-to’ IT queries raised | Handled by IT support | Down 80% |
| Common support requests | Handled by IT support | Down 30% |
| Password resets | Logged with IT | Done weekly by employees |
| MS Teams adoption questions | A queue for agents | Answered instantly |
Initially, we received a high volume of IT support calls. With the introduction of modules like IT Requests and password reset, such queries have significantly decreased. CCBCSA offers an easy communication mode for end-users. Now, basic password reset is often done weekly by employees themselves.
Syed KareemuddinIT Infrastructure & Security Manager, Coca-Cola KSAEngineers for the hard problems
The point was never to remove people from IT support. It was to stop spending engineers on work a well-informed assistant can do in seconds.
Coca-Cola KSA plans to add more automation scripts, so even less basic support needs an engineer and the team can stay on higher-order issues.
Moving forward, we aim to further integrate automations to reduce reliance on engineers for routine IT support. By fully leveraging capabilities of the Leena AI platform, we can enhance response times and increase overall efficiency for our IT teams.
Syed KareemuddinIT Infrastructure & Security Manager, Coca-Cola KSA
About Coca-Cola KSA
Part of the global Coca-Cola system and a key player in Saudi Arabia's beverage industry since the 1950s, serving some of the largest and most dynamic markets in the Middle East. Coca-Cola, Diet Coke, Sprite and Fanta reach them through modern facilities and a vast distribution network.
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The full Coca-Cola KSA case study, as a PDF.
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