Risotto Automates 80% of Vidyard's IT Requests Through AI Platform

Risotto has announced a partnership with Vidyard to automate internal IT and HR support processes using its AI platform. The deployment has achieved automation of 80% of Tier 1 support requests within 30 days and reduced resolution times by 60%.

Vidyard integrated Risotto into its existing systems, connecting tools such as Confluence, Google Drive, and Slack to create a unified support environment. Operating under the internal name "Yardley," the system allows employees to request assistance or access directly through Slack, where Risotto automates the full process from submission to resolution.

"Before Risotto, end-to-end ticket resolution could take days. Now, we handle the entire process automatically, including submission, approvals, and full resolution, in less than two hours. We have lean teams, and we simply don't have the bandwidth to manually field the same repetitive questions over and over again." — Vergil Smith, Head of IT and Security at Vidyard

The AI handles multi-step identity and access provisioning workflows natively within Slack:

• Instant Ingestion: Interprets the request directly from a Slack Direct Message
• Cross-Platform Orchestration: Launches provisioning processes across Okta and Google Workspace
• Approval Collection: Pings the appropriate manager to collect sign-offs inside Slack
• Automated Provisioning and Logging: Finalizes user setups and logs every action as a structured ticket in Jira for audit purposes

Since implementation, Risotto has managed between 300 and 500 internal support requests monthly, with average resolution times dropping to about three minutes compared to several hours previously. Beyond ticket resolution, the 24/7 availability has accelerated employee onboarding by giving new hires a zero-friction environment to ask questions, while freeing up Vidyard's IT team to focus on infrastructure projects and security assessments.

The companies plan to expand the partnership with new integrations, including Intercom and additional identity management functions.