At Novacept, we believe numbers tell the real story. 

Across the UK, enterprises are using Agentic AI to transform service management — reducing helpdesk load, cutting downtime, and creating faster, more intuitive support experiences for employees and customers alike. 

But talk is cheap. Decision-makers want proof: real results, metrics, and lessons learned. 

Here are three case studies — based on real and representative scenarios — that show the before-and-after impact of adopting Agentic AI for IT, HR, and finance support. 

Case Study 1: Retail Sector — Cutting IT Helpdesk Tickets by 55% 

Company Profile: A leading UK retail chain with 150+ stores and a hybrid workforce. 

The Challenge: 

• Overwhelmed IT helpdesk handling thousands of password resets, access requests, and software queries every month. 

• Average resolution times stretching beyond SLA targets. 

• IT staff spending 70% of their time on repetitive, low-value tasks. 

The Novacept Solution: 

• Implemented Agentic AI Agents for real-time support on password resets, application requests, and troubleshooting FAQs. 

• Integrated self-healing workflows for common system errors. 

• Connected AI to existing ITSM platforms for seamless reporting and SLA tracking. 

Results After 6 Months: 

Metric	Before AI	After AI	Improvement
Monthly IT Tickets	18,000+	8,100+	55% reduction
Mean Time to Resolution (MTTR)	9 hours	3.2 hours	65% faster
IT Team Time on Routine Tasks	70%	25%	Freed 45% capacity
Employee Satisfaction (CSAT)	62%	85%	+23 points

Key Lesson: Start with high-volume, low-risk requests first. Quick wins build confidence for broader automation rollouts. 

Case Study 2: Financial Services — Improving SLA Compliance by 48% 

Company Profile: Mid-sized UK financial services firm with 3,000 employees. 

The Challenge: 

• SLA breaches due to delayed incident resolution across IT and HR helpdesks. 

• Compliance concerns around data privacy for sensitive employee information. 

• Lack of transparency for employees on request status and escalation paths. 

The Novacept Solution: 

• Introduced Agentic AI agents for predictive incident management, flagging issues before SLA breaches. 

• Automated HR onboarding and payroll query resolution through AI-driven knowledge bases. 

• Ensured GDPR-compliant workflows with audit trails and data masking. 

Results After 9 Months: 

Metric	Before AI	After AI	Improvement
SLA Compliance Rate	57%	84%	+48% improvement
Average Resolution Time	12.5 hours	4.1 hours	67% faster
Employee Adoption Rate	0%	76%	High engagement
Compliance Breaches	2 incidents	0 incidents	Eliminated

Key Lesson: Embedding AI into both IT and HR functions creates cross-departmental efficiency while maintaining compliance standards. 

Case Study 3: Manufacturing — Self-Healing Systems Reduce Downtime by 40% 

Company Profile: A UK-based industrial manufacturer running 24/7 production operations. 

The Challenge: 

• Critical production systems experiencing unexpected outages, halting operations for hours. 

• IT teams firefighting incidents instead of focusing on infrastructure upgrades. 

• High operational costs from downtime and delayed maintenance responses. 

The Novacept Solution: 

• Deployed Agentic AI with predictive analytics to forecast system failures. 

• Automated self-healing workflows for server restarts, patching, and error corrections. 

• Implemented real-time incident reporting dashboards for leadership visibility. 

Results After 12 Months: 

Metric	Before AI	After AI	Improvement
System Downtime	480 hours/year	288 hours/year	40% reduction
Incident Resolution Speed	6.5 hours	2.5 hours	61% faster
IT Staff Overtime Costs	£180K/year	£92K/year	49% cost savings
Production Uptime	94%	98.7%	+4.7 points

Key Lesson: Self-healing capabilities unlock the highest ROI for industries where downtime directly impacts revenue. 

Common Challenges Faced Across All Three 

• Change Management: Employees initially feared AI would “replace” jobs. Clear communication was essential. 

• Data Quality Issues: Inconsistent legacy data required cleansing before AI automation. 

• Integration Complexity: AI needed to work seamlessly with existing ITSM, HR, and finance tools. 

Conclusion: Real Results, Real Transformation 

These case studies show how Agentic AI adoption delivers measurable ROI for UK enterprises: 

• Fewer helpdesk tickets free up IT, HR, and finance teams. 

• Faster incident resolutions improve employee and customer satisfaction. 

• Predictive and self-healing systems reduce downtime and operational risk. 

At Novacept, we guide businesses through data readiness, pilot deployments, and enterprise-scale rollouts to ensure AI success with minimal disruption. 

Ready to cut helpdesk load and deliver better employee experiences? Let’s build your AI success story together.