Persistent Systems pioneers Agentic AI at scale to elevate employee experience
A 27,500-person engineering company wanted every employee to reach IT instantly, in natural language.
One Agentic AI layer, co-engineered across its existing systems, now resolves 94% of requests.
Persistent Systems is a publicly listed global digital-engineering and enterprise-modernization leader. Founded in 1990 and headquartered in Pune, India, with a major U.S. base in Santa Clara, California, it serves clients across 19 countries with a 27,500+ strong workforce. In FY26 the company reported $1.65B in revenue, up 17.4% year-on-year — its 24th consecutive quarter of growth.
Persistent helps the world's leading enterprises in Banking & Financial Services, Healthcare & Life Sciences, and Software & Hi-Tech modernize technology landscapes, build software-led platforms and operationalize AI at scale. It is now applying that same innovation internally, as an early adopter of Agentic AI across its own workforce — auto-resolving 143,889 IT interactions in year one.
- Persistent already ran a mature IT organization; the goal was a new, AI-led standard for how its people experience IT.
- Leena AI was added as a single conversational layer across existing ITSM, endpoint, identity and cloud systems — enhancing the landscape, not replacing it.
- From 152,514 requests, 94% were resolved automatically or deflected across 28 live use cases, and 60% of in-scope IT use cases are now fully automated.
- When Persistent moved its ITSM to ServiceNow in 2026, the assistant re-integrated and auto-resolved 8,351 tickets in the first month.
The opportunity
With a mature IT organization and a well-run service catalog already in place, Persistent set out to define a new, AI-led standard for how its people experience IT. Its objectives were three:
Deliver a single, AI-led conversational experience for IT — natural language, in the flow of work, across the channels employees already use. Unify and enhance the existing IT landscape with an Agentic AI layer that resolves routine work instantly, so specialists focus on higher-value engineering. And cement Persistent's position as an early adopter of Agentic AI at scale, with governance and adoption designed in from day one.
Scaling a world-class experience with growth. As Persistent grew to 27,500+ employees across 19 countries, it wanted every employee — wherever they work — to reach IT instantly and conversationally, in natural language and in the flow of work.
Unifying and enhancing a mature landscape. Persistent already ran established ITSM, endpoint, identity and automation capabilities. The opportunity was to add a single Agentic AI layer that understands intent, auto-triages requests and resolves routine work instantly — elevating experience while freeing specialists for higher-value engineering.
A co-engineered partnership
This is a co-engineered partnership, not an off-the-shelf deployment. Persistent and Leena AI worked jointly across integrations, governance and adoption: connecting the Universal IT Assistant across Persistent's existing systems, designing guardrails and audit-ready controls, and co-building use cases unique to Persistent's environment.
The result is an Agentic AI layer that fits how Persistent already works and extends what its teams can do. Leena AI connects across these systems as a single conversational layer:
| System | In use at Persistent |
|---|---|
| ITSM | Summit AI → ServiceNow (2026) |
| Endpoint management | Microsoft SCCM |
| Apple device management | JAMF |
| Identity | Microsoft Active Directory |
| Cloud & apps | AWS, Microsoft 365 |
What Persistent built
Persistent and Leena AI deployed the Universal IT Assistant — a single Agentic AI Colleague that sits across Persistent's existing ITSM, identity, endpoint and cloud systems and runs L1 and L2 work end to end, resolving requests conversationally. Delivered across 28 live use cases, several co-engineered with Persistent, it spans four areas.
One AI Colleague, four areas of IT work
- Software & LicensingInstalls, licences and accessPre-authorized and internal software installs, customer-provided and trialware licences, Gen AI tool access, SmartBear access and automatic uninstalls. Pre-authorized installation alone handled 13,923 requests and completed 11,357 installs in the year.
- Identity & AccessAccess with audit-ready governanceAccount creation and changes in Active Directory, security-group provisioning, MFA exceptions and AWS access — plus 10,239 guest-account disablements, 6,728 deletions and 5,152 unused group clean-ups.
- Device & AssetDevices that fix themselvesEnterprise Wireless Access Enablement, End-User Peripheral Provisioning, Endpoint Performance Optimisation, Collaboration Application Remediation, IT Asset Lifecycle & Custody Management and IT Asset Visibility & Self-Service Analytics — the My Asset Dashboard served 6,945 views.
- Requests & KnowledgeTicketing and instant answersConversational ticketing that auto-triages the right catalog item or form, distribution-list provisioning and updates (5,356 requests), and knowledge answers that deflected 88,569 queries from the desk.
A defining feature of the partnership is the set of use cases purpose-built with Persistent for its environment and engineered jointly by both teams: Developer Environment Enablement, Device Lifecycle Management, Internal Application Enablement, Identity & Authentication Management and External User Access Management.
Employees reach the assistant wherever they already work — on the web, in Microsoft Teams and through the desktop app.
What changed
In twelve months the Universal IT Assistant auto-resolved 143,889 IT interactions. From 152,514 requests, 94% were resolved automatically or deflected across 28 live use cases — with 60% of in-scope IT use cases now fully automated, per Persistent leadership — all delivered on top of Persistent's existing systems.
| Measure | Result |
|---|---|
| IT interactions auto-resolved | 143,889 in 12 months |
| Requests resolved automatically or deflected | 94% of 152,514 |
| In-scope IT use cases fully automated | 60% |
| Employee queries deflected by knowledge answers | 88,569 |
| Pre-authorized software installs | 13,923 requests, 11,357 installs |
| Distribution-list requests | 5,356 |
| Guest-account disablements · deletions · group clean-ups | 10,239 · 6,728 · 5,152 |
| My Asset Dashboard views | 6,945 |
| Tickets auto-resolved, first month on ServiceNow | 8,351 |
AI Colleagues should be the new normal for global enterprises like ours. As a trusted digital-engineering and enterprise-modernization partner, using Agentic AI to elevate the experience for our own people is exactly the standard we hold ourselves to. Working closely with the Leena AI team - co-engineering use cases, integrations and governance - we've auto-resolved over 143,000 tickets in a year and carried that momentum straight through our ServiceNow migration. This is just the start.
Momentum and what's next
ServiceNow migration, zero lost momentum. When Persistent moved its ITSM from Summit AI to ServiceNow in 2026, the partnership carried straight through. The assistant re-integrated seamlessly and auto-resolved 8,351 tickets in its first month on the new platform.
Governance and adoption by design. Audit-ready controls and guardrails were co-designed with Persistent, with adoption growing across the workforce.
20+ integrations live across Microsoft, AWS and Active Directory — extensible to 200+ — with always-on, multilingual L1 and L2 coverage across Web, Microsoft Teams and Desktop.
About Persistent Systems
Persistent Systems (PSL) is a publicly listed global digital-engineering and enterprise-modernization leader, founded in 1990 and headquartered in Pune, India, with a major U.S. base in Santa Clara, California. It serves clients across 19 countries with a 27,500+ strong workforce, and reported $1.65B in FY26 revenue, up 17.4% year-on-year.
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