The challenge

NNIT receives more than 750.000 service and support tickets (requests) per year. About half of these need to be routed to specialist teams, of which there are over 300 to choose from.

  • Analyzing and categorizing a ticket can require extensive knowledge of the organization

  • Selecting the right team for a ticket is very important in terms of resolution rate and time spent on a case

  • Ticket re-assignments negatively impact resolution time as well as customer and employee satisfaction


SupWiz’ AI powered Ticket Tool was installed on the NNIT IT Service Management (ITSM) platform, deploying AI-assisted ticket classification, routing, and automated metadata extraction. The solution is operated on-premise due to data security and regulations.


  • High employee satisfaction, 300+ service teams use the Ticket Tool 

  • AI accurately predicts metadata and routes tickets with more than 90% accuracy.

  • Re-routing reduced by 49% on AI tickets

  • Positive spin-off effects include Knowledge Management improvements

Ticket Tool improves the ability to put a support request in the hands of the right people, the first time. This saves resources and time, improving the customer satisfaction. Employees are assisted in standard tasks, freeing time to focus on delivering good service.


You save time with AI


About NNIT
NNIT is one of Denmark’s leading consultancies in IT development, implementation and operations. NNIT’s service offerings include advising, building, implementing, managing and supporting IT solutions and operating IT systems for customers. NNIT has more than 3.000 employees and handles over 750.000 tickets annually in their ITSM system.