How Apollo deflects 40% of IT tickets with Tray AI agents

Apollo.io, a leading AI-powered sales company, set out to improve how every team works by building internal agents that could both handle common and complex requests. After reviewing the needs across the company, they identified 80 use cases. Their first focus was IT, where the team built a Tray ITSM agent that automates triage, resolves issues fast, and deflects 40% of incoming tickets.

In this on-demand webinar, Apollo IT leaders Ramiro Meyer and Gabriel Laporte share how they built and deployed these agents with Tray Merlin Agent Builder, and what it took to move from proof of concept to results across IT, sales, and support.

What you’ll learn

• How Apollo identified the highest-impact IT requests by analyzing ticket data and Slack conversations, and why they anchored the agent where employees already work
• What it takes to build an IT agent that goes beyond Q&A to take action (e.g., password resets, provisioning access like a Zoom license) while following real IT workflows
• How Apollo validated quality and safety with visible, team-wide QA and structured tracking before scaling adoption
• Why measuring success requires more than deflection, and how Apollo thinks about CSAT, internal trust, and operational outcomes
• How the same approach can expand from IT into a broader ecosystem of internal agents (and what changes as you scale to new teams)

Session chapters

• Introduction and the beginning of Apollo's AI journey
• Aligning stakeholders and prioritizing agent use cases with ROI
• From tool evaluation to rollout of an IT agent that deflects 40% of tickets
• Other agents beyond IT and the roadmap to one orchestrator agent
• Measuring agent success with the right KPIs and guardrails