At ThoughtSpot, a leader in AI-powered analytics serving enterprise customers worldwide, the IT team faced a challenge familiar to many scaling organizations: drowning in support requests while struggling to maintain response times that met employee expectations.

A Lean IT Team Serving 1,000+ Employees

A lean IT team of just a handful of people was responsible for serving over 1,000 employees across the US and India. Before implementing the new system, this small team was swamped, handling roughly 50 to 60 IT support requests a day.

When Manual Processes Hit Their Breaking Point

ThoughtSpot’s support model relied heavily on Slack for employee communication, with a dedicated #ask-it channel serving as the primary intake point. While this created an accessible, conversational support experience for their workforce, it also created significant operational challenges.

The majority of requests were access-related, employees needed software permissions, application access, or account provisioning. These requests typically required multiple steps: initial triage, routing to appropriate approvers, follow-up communications, and final execution. Without proper tracking, requests would get lost in Slack threads, creating frustration for both employees and IT staff.

Risotto excelled at rapidly and reliably automating access request workflows, accurately orchestrating each one based on its natural language understanding of the employee’s intent. Additionally, Risotto offered powerful, differentiated capabilities such as easy time-bound access and support for handling multiple application requests within a single submission.

Evaluating Solutions: Why Existing Tools Fell Short

Recognizing the need for automation, Jason’s team evaluated several solutions.Each solution presented the same fundamental problem: they required significant configuration overhead while offering limited immediate value. For a lean team already stretched thin, these tools would create more work than the benefits they would deliver.

The Risotto Solution: AI-Native Support

When Jason discovered Risotto through a targeted search, the platform immediately stood out. Unlike retrofitted AI add-ons, Risotto was built from the ground up with AI at its core, designed specifically for the Slack- native workflows that ThoughtSpot employees preferred.

“Risotto is one of the easiest tools I’ve implemented. We were up and running in less than a week and already seeing our first autosolves,” Jason notes. The implementation process proved remarkably smooth compared to their previous evaluations.

“The biggest gripe that our users had was that they would put in a ticket and it would just be lost into the ether for a couple days, and they would have to actually be the ones to bump it or get our attention on it,” Jason recalls.
– Jason Huey
Senior IT Systems Administrator
@ Thoughtspot

“Getting Risotto integrated with Jira, Slack, and Okta was so seamless and fast,” he continues. The platform’s ability to connect multiple data sources, from Confluence documentation to Slack conversation history, created an intelligent support system that could handle complex, multi-faceted questions.

Immediate Impact: Measurable Results Across Operations

The results were immediate and quantifiable. Risotto began auto-solving approximately 20% of incoming tickets, with an additional 30% receiving intelligent assistance through knowledge base integration and proper routing. More importantly, the AI’s resolution time averaged 6.5 hours compared to 31 hours for human agents, a dramatic improvement that translated to significant time savings.

“Risotto was able to combine knowledge from different sources and give me an instant answer to a complex question which was awesome to watch,” Jason explains, describing an early wow moment when the system successfully answered a location-specific holiday question by analyzing both his geographic data and confluence documentation.

The access management capabilities proved equally transformative. Previously, software access requests could take days to resolve due to manual approval processes and communication delays. “Risotto takes away the telephone tag we had to play so now employees get what they need faster and more efficiently,” Jason observes. Most access requests now complete within 24 hours, with automated follow-ups ensuring nothing falls through the cracks.

Compliance and Operational Efficiency

Beyond day-to-day support improvements, Risotto delivered unexpected benefits in compliance and reporting. “Before Risotto compliance reports could take days to figure out but now I can pull everything needed in seconds,” Jason explains. This efficiency gain proved particularly valuable during SOC 2 audits, where comprehensive access reporting became a minutes-long task rather than a multi-day project.

The platform’s continuous learning capabilities also impressed the team. “One special thing about Risotto is it’s constantly improving with every question. We see it getting better and better every day,” Jason notes. This self-improving aspect meant that the tool’s value increased over time without additional configuration overhead.

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Beyond IT: Multi-Department Expansion

What started as an IT-focused solution quickly attracted attention from other departments. The accounting team became early adopters, achieving an impressive 80% auto-solve rate for their transactional queries. HR followed, reaching an even higher 94% solve rate during testing phases.

“Once you add in HR our combined automation rate is even higher at 50.2%,” Jason reports. These departments found Risotto’s conversational interface more approachable than traditional ticketing systems, leading to higher adoption and better employee experiences.

The success has been so significant that ThoughtSpot plans to expand Risotto to six total departments by year-end, including security, engineering, and marketing teams.

The Ripple Effect: Cultural and Strategic Changes

The transformation extended beyond operational metrics. Employees began proactively improving their documentation, recognizing that better knowledge bases led to more effective AI responses. The IT team found themselves freed from routine tasks, enabling focus on strategic initiatives like infrastructure improvements and security enhancements.

Most importantly, the solution created a positive feedback loop. As employees experienced faster, more reliable support, their satisfaction with IT services increased dramatically. The conversational AI felt natural and helpful rather than robotic, maintaining the human touch that made ThoughtSpot’s Slack-first culture successful.

Looking Forward: Building on Success

ThoughtSpot continues expanding their Risotto implementation with plans for advanced onboarding and offboarding workflows, asset management integration, and automated Slack channel management. The platform has become a central component of their IT strategy, demonstrating how AI- native solutions can transform support operations while maintaining the collaborative culture that drives business success.

“Any chance I get I recommend Risotto to anyone working in the IT space,” Jason concludes. For organizations struggling with similar challenges, high ticket volumes, distributed teams, and the need for scalable support, ThoughtSpot’s experience demonstrates that the right AI solution can deliver immediate value while creating a foundation for long-term operational excellence.