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Over 11 months of continuous operation, the AI agent Helpy resolved 44% of the Level 1 tickets in IT Systèmes’ internal help desk without any human intervention, with an average resolution time of 3 minutes and a cost of €0.26 per ticket processed. Measurement period: April 2025 to February 2026.
These figures are published because they are measured, not estimated. The French IT outsourcing market talks a lot about support automation but very little about its actual results. Here are ours, along with the methodology used and their limitations.
The Numbers
44% of Level 1 tickets were resolved independently, on average over the period
Average resolution time: 3 minutes
€0.26 per ticket processed by AI
720 → 342 Level 1 tickets handled by a technician each month
24/7 availability, including nights and weekends
The Method
Scope. The internal IT Systèmes help desk—that is, Level 1 support tickets submitted by our own employees and handled by our managed services team. This is not a customer sample, nor is it a projection.
Period: April 2025 through February 2026, for a total of eleven consecutive months. The 44% rate is an average for the entire period, not a peak.
Metric. Monthly tracking of the number of Level 1 tickets closed without technician intervention, as a percentage of the total number of Level 1 tickets for the month. An escalated ticket—even if partially handled by the agent—is counted as not resolved independently.
Cost per ticket. The inference and infrastructure costs associated with an agent's processing of a ticket. It does not include initial development or human supervision of the agent.
What These Numbers Don't Tell Us
A barometer is only useful if its limitations are stated. Here are ours.
The scope is that of an IT services company: users who are fairly tech-savvy, a knowledge base built up over sixteen years, and standardized tools. A help desk with fewer resources will likely achieve less, at least in the first few months.
The range we publicly state is 40 to 60 percent of Level 1 tickets resolved independently. The measured figure of 44 percent falls at the lower end of this range, and we are deliberately publishing this figure rather than the upper limit.
The rate increases as the knowledge base matures. The first few months of the period drag the average down.
The cost per ticket cannot be directly compared to a technician's cost: it does not cover supervision, which remains a separate expense.
Why We Publish These Figures
We built Helpy for ourselves before offering it to our customers. Releasing it without any parameters would have been just another sales pitch. Releasing it along with its methodology and limitations makes it a verifiable benchmark.
The next update to this survey will cover the period from March through December 2026, using the same scope and methodology, so that the two surveys are comparable.
Further information
A complete account of the deployment, the mistakes made, and the agent's architecture is detailed in our internal post-mortem on Helpy.
Regarding the solution itself: Helpy, our AI-powered help desk
About this survey
Data from operational monitoring by IT Systèmes' internal help desk, April 2025–February 2026. Published in August 2026. Contact: s.amara@it-systemes.fr
IT Systèmes — A French digital services company founded in 2010, with 4 offices (Paris, Lyon, Bordeaux, Annecy). Currently pursuing ISO 27001 certification; Microsoft Solutions Partner.
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