Sales Technology / SaaSSourced

Case Study: Apollo deflects nearly 40% of IT tickets with a Tray AI agent

Apollo Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Apollo

Industry

Sales Technology / SaaS

Challenge

Scaling IT support without growing the IT team

Headline result

Apollo reported deflecting nearly 40% of IT tickets in its first two weeks using an agent built with Tray Merlin Agent Builder

Key results

40%

IT ticket deflection

First two weeks

1 sec

First-response SLA

Agent responses

4.95/5

Customer satisfaction score

For the IT agent

80+

Agent use cases identified

Pipeline beyond initial deployment

The challenge

Apollo, an AI-powered sales platform, wanted its lean IT team to resolve routine employee IT issues faster and deflect support tickets. A key design principle was that automated responses should only act when confident, escalating to humans otherwise to preserve trust.

The solution

Apollo built an IT support agent with Tray Merlin Agent Builder, connected to systems including Okta, Slack, ServiceNow, Kandji, and Gong. The agent can take actions such as unlocking accounts and provisioning software, not just answering questions.

“The agent only responds when it knows it can fully or partially solve the problem. If it can't, it escalates. That's why people trust it.”
RM
Ramiro Meyer
Head of IT, Apollo

The results, in context

In its first two weeks the agent deflected nearly 40% of IT tickets, against a typical first-month benchmark of around 10%. Apollo reported a 1-second first-response SLA and a customer satisfaction score of 4.95 out of 5, with more than 80 additional agent use cases identified.

Products used

Tray.io Tray Merlin Agent Builder