Druid AI agents helped a global insurance leader automate IT support during a company-wide platform migration

Why this matters now

Enterprise IT migrations are where productivity goes to die. A new operating system rolls out, and overnight the helpdesk inherits the entire learning curve of the workforce - reset passwords, software activation issues, lost shortcuts, application compatibility questions. The same questions, multiplied by tens of thousands of users, hitting a support team that was already running near capacity before the migration started.

For one of the world's largest insurance groups - serving 105 million clients across 54 countries with a workforce of 153,000 employees - the math is unforgiving. Manually handling and resolving a ticket is around $22, and industry benchmarks put the average cost per service desk ticket between $15 and $50, and complex incidents can reach hundreds. Even modest deflection on routine migration tickets translates into significant savings - and more importantly, frees senior engineers to handle the genuinely complex cases that always emerge during a platform transition.

But cost isn't the only pressure. 90% of customers rating immediate response as critical, 60% defining immediate as within minutes. Internal users have absorbed the same expectation. An employee locked out of a critical system at 9 p.m. before a Monday deadline does not want a ticket queue. They want an answer.

The company's goals were to:

• Streamline the migration to a new operating environment: Give corporate users a self-service path through the most common migration-related issues
• Offload the IT support team from repetitive tasks: Free senior engineers from password resets and FAQ-level questions to focus on complex incidents
• Provide instant, secure IT support: Deliver authenticated, in-conversation resolution rather than ticket-then-wait
• Deploy support agent automation that integrates with existing systems: Sit on top of ServiceNow without disrupting the established ITSM stack

The Challenge

Running an OS migration across 153,000 employees in 54 countries is not a single event - it is a rolling, multi-quarter campaign with overlapping waves of users at different stages of readiness. Each wave generated its own ticket spike: pre-migration questions, day-of issues, post-migration adjustments.

Three constraints shaped the deployment:

• Migration ticket concentration: Most migration-related questions fall into a narrow band - eligibility, scheduling, application compatibility, post-cutover troubleshooting. High volume, low complexity, and exactly the profile where human agents add the least value per minute spent.
• Authentication without friction: IT support touches real accounts and real systems. The automation layer had to identify users reliably without forcing them through a separate login flow that would defeat the convenience the tool was meant to deliver.
• No rip-and-replace of ITSM: ServiceNow was already the backbone of IT service management. Any automation layer had to integrate with it - pulling migration candidate lists, creating tickets when escalation was needed - rather than running parallel to it.

The Solution

The company selected Druid AI to deploy an IT helpdesk automation agent built specifically around the migration campaign, then extended to cover ongoing IT support. The agent was deployed on the corporate intranet and WhatsApp, integrated end-to-end with ServiceNow, and made available 24/7 across all participating markets.

The solution includes the following core capabilities:

• IT helpdesk automation purpose-built for the migration
  The agent handles the high-volume request types that surface during OS rollouts - migration eligibility, scheduling, common post-cutover issues - resolving them end-to-end without engaging a human technician.
• Authentication via corporate email
  Users are identified through their email address, removing the friction of separate logins while preserving the security boundary needed to take action on a real account.
• Deployment on intranet and WhatsApp
  Employees reach the agent through the channel they're already using - the corporate intranet during work hours, WhatsApp from their phone outside the office or on the road.
• ServiceNow integration
  The agent pulls the list of migration candidates directly from ServiceNow and creates tickets automatically when a case requires human escalation, keeping the ITSM system of record intact.
• Extended FAQ and live-chat handoff
  Beyond migration scenarios, the agent handles a broad FAQ scope and hands off to a human agent through live chat for cases that fall outside its skill coverage.

Learnings

Migrations are the perfect first use case for IT automation
Migration projects produce a temporary surge of high-volume, low-complexity tickets - the exact profile where conversational AI delivers the steepest curve. Deploying automation as part of the migration plan, rather than after it, captured the peak rather than the long tail.

Channel choice matters more than channel count
The agent didn't try to be everywhere. Intranet for in-office use, WhatsApp for mobile and off-hours - two channels that covered the realistic working patterns of a global workforce without spreading the deployment thin.

Integration with ServiceNow was the multiplier
The 47% time savings came not just from the agent answering questions, but from the agent creating tickets, pulling migration data, and handing off cleanly when escalation was needed. Automation that runs alongside the ITSM stack creates parallel work; automation that runs through it eliminates work.

Build for the campaign, keep for the steady state
The agent was scoped for the migration, but its FAQ and helpdesk capabilities remain useful long after the migration ends. The lesson for IT leaders evaluating automation: project-driven deployments are easier to justify and easier to fund, but the real ROI shows up in what stays in place once the project closes.