“Pre-Console? The support team was in the trenches.”
Scale AI’s IT team was stuck in a familiar loop: a lean team going up against fast-growing, globally distributed org, drowning in a flood of repetitive requests. “We were just trying to knock out as many tickets as possible before more came in,” said Lovejit Mundi, Head of IT at Scale. “Hundreds of requests a day. Slack access, Zoom upgrades, group changes, password resets. All manual.”
The Challenge
Before Console, Scale’s support team was in constant reactive mode. They had just seven IT staff supporting over 1,000 employees and hundreds of contractors, and headcount was climbing fast. At that point, automation was no longer nice-to-have, it was a need.
The team had tried a competing solution, which after 6 months of optimizations, automated about 15% of tickets. It was a start, but it simply wasn’t enough.
What Scale needed was something different: a system that could learn their internal policies, resolve requests directly in Slack, and escalate requests intelligently. They evaluated multiple vendors with two non-negotiables: it had to work in production, and it had to be something the support team could run themselves.
A lot of tools made big claims. “We were in an age where everyone was saying their AI could do everything,” said Lovejit. “But when you actually put those tools into production, that’s when you start to see the cracks.”
That’s where Console stood out.
Console’s Impact
Scale rolled out Console in phases, starting with their highest-volume tickets: application access requests, Slack channel management, account lockouts, and Google group management. It was working so well that the team decided to go live during the POC. Within the first 3 weeks of launching, 49% of their tickets were automated without any human intervention. 2 months later, that number hit 57%. Nearly 4x what they had seen with their previous provider.
“It’s a bit of a self-fulfilling prophecy,” Lovejit said. “Console frees up time, and we use that time to make Console even better. It compounds.”
For Sandy, a former support engineer, the change was personal. “Nobody wants to be in support for their whole career. But we were so focused on the ticket queue that we had no time to learn or grow.”
Console leveled her up to a systems engineer, and she’s now building automation workflows and integrating APIs across Scale’s stack.
That story repeated across the team. Once the repeatable stuff was offloaded, everyone leveled up.
Since launching Console, Scale has grown 350+ in size but added just one person to IT.
“Removing Console means removing like a good 50% of the team.” Sandy said.
Lovejit was much more direct: “We would go down fighting for Console at this point.”
