MyEyeDr cuts average resolution from ~4 days to ~10 minutes with Rezolve.ai

Situation

MyEyeDr is a US optometry and eyecare network whose IT organization supports a genuinely sprawling operation, ITSM procedures that flow across 30 different departments. Every one of those departments generates issues, and every issue used to take the same path: a ticket, a queue, a wait.

Trigger

Average resolution time was running around four days. For a healthcare operation where a broken workstation can stand between a patient and an appointment, four days isn’t a service level. It’s a backlog.

Barrier

The fix couldn’t be a standalone chatbot bolted next to the service desk. MyEyeDr’s knowledge lived in Confluence and its ITSM ran on BMC Helix: any solution had to work inside that stack and respect a 30-department routing flow, not replace it.

Solution

MyEyeDr deployed Rezolve.ai integrated with Confluence for knowledge and BMC Helix for ticketing, with the resolution flow customized to their 30-department ITSM structure. Employees get answers and fixes in conversation; what genuinely needs an agent arrives as a proper Helix ticket, already routed.

Results

Speaking on a healthcare IT webinar, Lyle Florence, Sr. Manager of IT Operations and Support, put numbers on it:

“We have about 30% of our issues now that don’t even get a ticket. Which is huge.”

And for the issues that do become tickets, average resolution time dropped from roughly four days to about ten minutes. He also credited the team for delivering a customized solution across MyEyeDr’s 30-department ITSM flow, the difference between a tool that demos well and one that survives contact with a real org chart.