Red Hat saves $5 million in IT support costs with AI augmentation

Red Hat has simplified IT support with AI augmentation, enabling cost savings of $5 million, improved customer services, and experiences for IT support associates. Red Hat’s 1,100-strong IT support team operates 24x7. To keep up with global growth, the team needs to be efficient with scalable processes. Red Hat developed 4 AI-powered solutions using Red Hat OpenShift AI and Red Hat Enterprise Linux AI, harnessing data from the company’s IT support knowledge base. The solutions help customers self-serve and find the information they need more easily, deflecting support cases, and improving their experience. They also help IT support associates find solutions faster, and automate repetitive tasks to enhance job satisfaction. AI-powered initiatives are expected to save more than $3 million in support costs, plus up to $8 million in cost avoidance savings.