Okta uses AI agent to cut employee support hours, tests customer tools
Okta’s Dex AI agent has reduced internal support workloads, exceeding its 2023 target of saving 250,000 employee hours. The company now aims for 1 million hours saved this year. The tool also serves as a live testbed for identity management features offered to customers.
Sources: siliconangle.com
“Okta’s dual-use AI deployment highlights how enterprise SaaS firms are leveraging internal tools to validate and refine products before customer rollout.”
What it means
This approach mirrors a broader trend where companies use internal AI pilots to demonstrate ROI while stressing scalability. If Okta hits its new target, it could set a benchmark for efficiency gains in IT support automation. However, the real test will be whether these savings translate to improved customer adoption of its AI-powered identity controls.
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- Okta turns Dex AI agent into a customer-zero proving ground — siliconangle.com
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