Typetec was shortlisted for the Best Use of AI Award at the Digital Transformation & AI Awards 2025, put forward last year for an initiative that applied AI automation across the full scope of its IT service desk operations, introducing intelligent ticket triage, AI-driven chatbots, and predictive analytics to transform how support requests were handled from first contact through to resolution.

The outcomes were precise and significant. Mean Time to Resolve dropped by 50 percent, Mean Time to Engineer improved by 66 percent, and engineer utilisation increased by 46 percent.

Taken together, these figures represented a fundamental shift in how efficiently the service desk operated, with AI handling the classification, routing, and early-stage resolution of requests in a way that freed engineers to focus their expertise where it was genuinely needed.

Customer satisfaction reached 98 percent, a result that reflected the combined effect of faster resolution times and a more responsive support experience.

The outcomes reflected the quality of the AI implementation underpinning them. Rather than deploying automation as a surface-level efficiency measure, Typetec embedded AI across the service desk's core operational logic, ensuring that the technology produced compounding improvements across speed, resource allocation, and customer experience simultaneously.

The Digital Transformation & AI Awards recognises organisations driving evidence-based digital change across Irish enterprise. The Best Use of AI category assessed entries on the effectiveness of the AI application, measurable impact, and the quality of the outcomes delivered.

Typetec's inclusion on the shortlist placed it among the cohort the judging panel identified as setting a credible standard for practical, high-impact AI deployment in Ireland's technology services sector.

For more information on finalists, past winners, and judging insights, visit the official Digital Transformation & AI Awards website.