How Vidyard Automated 80% of Tier-1 Requests Within 30 Days

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.

Challenge

Scaling Internal Support With Scattered Team Knowledge

After over a decade in business, Vidyard's team of 100+ people had built up substantial internal knowledge across product, GTM, and operations. But as the company evolved and natural turnover set in, the details that kept work running smoothly became scattered across Confluence, Google Drive, Slack, and other tools.

As Head of IT and Security, Vergil Smith oversees the teams responsible for keeping systems secure and employees productive. He also saw firsthand how tricky it was for people to find the right information when they needed it.

To get answers to everyday questions like how to troubleshoot an issue, where to find pricing data, or how a security policy applies, team members manually searched through docs and tools. But it wasn't always clear where to look or what terms to search for. Without a single, trusted source of information, many people defaulted to pinging busy IT colleagues for help.

As these questions piled up, they took a toll on productivity across Vidyard. Because internal knowledge was so scattered, employees constantly had to pause their work to track down subject matter experts in other departments. "We'd see the same questions over and over in our Slack channels," explains Vergil.

Whether a rep needed a specific sales deck or a new hire was looking for an HR policy, people were burning valuable time just trying to find the right person to ask.

While Vergil's IT and security team maintained highly efficient SLAs for technical requests, he saw the broader impact this scattered knowledge was having on the company. He knew that as Vidyard scaled, they needed an intelligent way to surface internal information instantly. To keep teams moving fast, Vidyard needed a solution that could connect employees to the answers they needed, without constantly pulling busy experts away from their actual work.

Vidyard's ticketing system kept the business running, but Vergil knew it wouldn't scale much further. Non-IT teams needed fast, reliable answers, and his team needed a way to automate routine requests while preserving strong audit trails and avoiding unnecessary delays.

When an executive introduced Vergil to Risotto, the timing was perfect. Once he saw how the platform could plug into Vidyard's existing workflows, he knew he'd found the right solution.

"We have lean teams, and we simply don't have the bandwidth to manually field the same repetitive questions over and over again."

Solution

24/7 Al Support That Surfaces Knowledge and Resolves Requests Automatically

Vidyard kicked things off by rolling out Risotto (internally branded as "Yardley") as their first Al teammate for internal support. Right away, Risotto connected directly to Vidyard's existing tools, including Confluence, Google Drive, and Slack. From there, the tool pulled scattered documentation into one place, so Yardley could start answering questions automatically.

Now, Vidyard has a comprehensive, unified support function that lives natively in Slack. When someone needs to troubleshoot an issue, find the latest pricing deck, or understand how a policy applies, they simply DM Yardley. From there, they get an immediate, company-approved answer instead of interrupting a colleague or hunting through folders.

And the experience feels no different from messaging a colleague. Risotto's Al understands natural language, interprets messy, real-world questions, and acts as an intelligent switchboard. By answering directly or guiding users to the right information, Risotto removes the friction of hopping between tools and docs. This way, team members get exactly what they need without pulling subject matter experts across the company away from their work.

"It's like having a co-worker who doesn't worry about regular business hours, doesn't get frustrated if you ask a bunch of questions, and isn't going to judge you," Vergil says.

With less day-to-day noise interrupting teams across the business, everyone gets more focus time. For Vergil's group specifically, it means more uninterrupted bandwidth for strategic work like security assessments and incident response. And when something does need a human touch, Yardley promptly routes the request to the right person for fast resolution.

Beyond surfacing company knowledge, Vergil's team also expanded Risotto's scope to manage access approvals end to end. While Vidyard's IT team already maintained fast SLAs for access requests, automating these workflows ensures they can effortlessly handle increasing volume as the company grows.

Now, if team members need access, they simply DM Yardley. From there, Risotto launches the right multi-step process across Okta and Google Workspace, collects approvals, and completes provisioning automatically.

Behind the scenes, Risotto also logs every interaction, decision, and access change as a structured ticket. This creates a consistent audit trail without manual ticket updates. "Everything we do in Risotto is logged in Jira," Vergil explains. "So when it comes time for auditing or assessments, we don't have to worry about gaps or errors. Everything has been captured."

Over time, Vidyard's relationship with Risotto has proven to be a true partnership. Vergil's feedback on how his team handles knowledge and approvals has helped shape the product, from automatic Confluence syncing to richer Slack workflows.

"Things really clicked for us when we saw that Risotto actually reads and understands our knowledge instead of just guessing. Now, it's so ingrained in our daily work that our first instinct is to 'just ask Yardley."

Results

Vidyard Cuts Tier-1 Ticket Resolution Time by 60%

With Risotto in place, Vidyard's lean IT team can keep up with a much higher volume of requests without burning out.

The results:

• 300-500 support requests managed by Risotto each month
• 2-hour average Al resolution time (vs 4-6 hours for manual resolutions)
• 80% of Tier-1 requests resolved instantly during the first month

Beyond the day-to-day impact, Risotto's always-on support has led to an unexpected upside. Because Vidyard's new hires feel free to ask as many questions as they need, Vergil has seen them ramp up much faster.

Going forward, he's excited to expand Risotto's footprint even further, with a new Intercom integration and additional Okta and Google Workspace flows already in the works.

"It's not just the tool that matters, it's the team behind it. Companies that work with Risotto are partnering with a responsive, collaborative group of people who are invested in your success."