Hypergrowth Delivery Tech: Multilingual IT Support
Delivery Hero deployed Enjo across 30+ Jira Service Desks and a 90,000-member Slack workspace - achieving 28% average deflection, 70% faster response times, and 22% higher employee satisfaction, all from a three-month PoC to global rollout.
28%
70%
22%
30+
Manual IT Support Buckling Under Global Scale
As one of Europe's largest and fastest-growing tech companies, Delivery Hero's traditional manual IT support model was buckling under scale. Thousands of requests flooded Slack channels and private messages daily, causing response delays that frustrated a globally distributed workforce operating across every time zone.
Each subsidiary and geography maintained its own knowledge base, processes, and support workflows - creating deep silos that made it nearly impossible for support staff to locate and apply the right information quickly. A large share of incoming queries had been answered before, with solutions sitting in Confluence and resolved tickets, but surfacing those resolutions manually was painfully slow.
Tracking, categorizing, and reporting on support volume across 30+ service desks was entirely manual, leaving leadership without the operational insights needed to drive improvements. And with headcount growing rapidly through acquisitions, the existing labor-intensive model simply could not scale without compounding cost and eroding response times.
The objective:
- Automate IT support for 30+ Jira Service Desks serving 90,000+ Slack workspace members across all subsidiaries and regions
- Train on historical JSM tickets and Confluence articles to deliver instant, knowledge-grounded answers directly in Slack
- Automatically triage and create Jira tickets with structured metadata from Slack conversations
- Identify gaps in knowledge assets and make actionable recommendations to improve self-serve coverage
- Mask all PII and sensitive data across knowledge sources and AI-generated responses
- Track performance continuously to identify automation expansion opportunities across the organization
AI-Powered Helpdesk Automation Across 30+ Service Desks
To meet the demands of its globally distributed workforce, Delivery Hero partnered with Enjo to deploy AI-powered helpdesk automation that could bridge regional and departmental silos while operating natively inside Slack.
Strategic proof of concept
A focused three-month proof of concept launched with Delivery Hero's core European IT team. Enjo's customer success team collaborated closely to understand the company's unique scenarios, workflows, and use cases across subsidiaries. An in-depth analysis of historical helpdesk data identified knowledge gaps, request patterns, and specific automation requirements for each team.
Secure integration at enterprise scale
Enjo established secure connectivity with Delivery Hero's on-premise systems - including Confluence knowledge bases and Jira ticketing instances - configuring data connectors in close consultation with the company's security teams. Stringent data security protocols safeguarded all sensitive information, with PII masking enforced across every knowledge source and generated response.
Dedicated AI copilots per service desk
For every helpdesk, a dedicated Enjo AI copilot was configured and connected to the relevant knowledge sources, Slack channels, and Jira projects. Each copilot was tailored to its team's personality, language preferences, and operational needs. Employees could input requests in their preferred language and receive instant, contextually personalized resolutions — without navigating knowledge bases or waiting for a live agent.
Automated ticket creation and routing
Enjo seamlessly created Jira tickets based on request intent directly from Slack conversations, with structured metadata for automated tracking and routing. This eliminated manual ticket creation entirely for routine requests, while ensuring every inquiry was captured, categorized, and routed to the right team.
Robust testing, customization, and feedback loops accompanied each rollout phase, ensuring a successful transition as the deployment expanded from Europe to Delivery Hero's global teams.
1 in 4 IT Requests Resolved Autonomously — Across Every Region
Results
- 28% average deflection across service desks - more than one in four IT requests resolved autonomously without human intervention
- 70% reduction in average response time - Enjo handling both instant knowledge-grounded responses and automated ticket creation from Slack
- 22% increase in employee satisfaction - driven by the elimination of response delays, consistent answer quality regardless of region or time zone, and the convenience of resolving issues without leaving Slack
- 30+ service desks automated - Delivery Hero gained centralized visibility into support volume, knowledge gaps, and automation opportunities, replacing manual tracking with data-driven operational insights
Why this matters
Delivery Hero's deployment demonstrates how enterprise-scale IT organizations can transform support operations with AI - without disrupting established workflows or compromising security. Key principles validated:
- Meet employees where they work - Enjo operates natively in Slack, eliminating friction and driving adoption at scale across 90,000+ workspace members
- Bridge organizational silos - One AI layer connects 30+ service desks, each with tailored knowledge, into a unified automation platform
- Start fast, expand with confidence - A three-month PoC proved value with the European team, creating the blueprint for global rollout
- Enterprise-grade security first - PII masking, on-premise connectors, and security team collaboration ensured compliance from day one
This is fantastic! The speed at which Enjo was deployed and started resolving real requests across our service desks was impressive. For a company of our scale, that kind of rapid time-to-value is exactly what we need from an automation partner.
— Yashwant Singh, Regional Head of IT, Delivery Hero
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