Challenge
Allen Harrison Company is a privately held real estate investment and services firm that partners with IronEdge for IT support. As Allen Harrison Company continued to grow, IronEdge identified an opportunity to enhance the way users interacted with IT support. While traditional email-based ticketing was effective, it often required users to sort through long message threads and wait for responses. IronEdge saw a chance to improve speed to resolution, reduce downtime, and make support more accessible through a real-time, conversational experience.
Solution
IronEdge introduced Agent Andy, an AI-powered support assistant designed to streamline the support experience and accelerate issue resolution. Because Allen Harrison already used Microsoft Teams for daily collaboration, Agent Andy was deployed directly within Teams, allowing users to ask questions, receive immediate guidance, and quickly escalate to a live technician when needed—all within a familiar tool.
Result & Benefit
Since deployment, users who have interacted with Agent Andy have responded positively to the faster response times and ease of use. The tool has helped reduce ticket open time, reduce downtime, and improve productivity by allowing issues to be addressed more quickly. Agent Andy has also supported better security decision-making by providing immediate guidance when users encounter suspicious emails or potential threats.
“Agent Andy has made it easier for our team to get quick answers and resolve issues without waiting for email responses. Having support available directly in Teams has improved response time and made the overall experience more efficient for our users.”
– Arturo Alaniz, Director of Innovation & Technology
