BDO Canada's IT agent EVA auto-resolves 84% of tickets
BDO Canada · Canada · Accounting · Roles: IT & Operations, All staff
What was done
BDO Canada replaced a help-desk tool with low deflection with EVA, an AI agent built on Automation Anywhere. Staff ask it for IT help and it carries out requests itself, such as software provisioning and hardware orders, rather than just answering questions.
Outcome
Automation Anywhere reports an 84% auto-resolution rate, a 72% productivity gain, and $1.9M in projected cost savings, with self-service available 24/7. The savings figure is a projection, as stated by the vendor.
Evidence: Vendor case study. Figures are as reported by the source and have not been independently audited by AgentsNorth.
Agents & tools used
EVA (Automation Anywhere AI for ITSM)
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are the internal IT service agent for a professional services firm. When an employee asks for help, classify the request (password/access, software install, hardware request, how-to). For software or hardware requests, check the approved catalogue and the employee's eligibility, then submit and fulfil the request automatically. For how-to questions, answer from the IT knowledge base and link the article. Open a ticket for a human technician only when the request is outside the catalogue or you can't resolve it, and include everything you've already tried.
Source
Automation Anywhere · published 2026-03-23 · link checked 2026-10-16