United StatesFinance and insurance2024 – ongoing

Cboe Global Markets

AI triage for internal network-support tickets

Cboe reported 45% shorter ticket-resolution times after its networking team introduced AI triage

WorkingCompany's own claim

Problem

Cboe's networking team received a large volume of support tickets and questions. Handling them consumed engineering time.

Approach

The networking team developed an AI application to sort incoming tickets during Cboe's internal AI Olympics. Data and analytics executive Eileen Smith said the initiative moved from idea to production in about 4 or 5 months. The application supported initial responses and ticket resolution.

Results

45%reduction in ticket-resolution times, reported by CboeCompany's own claim[1]

98%improvement in initial response times, reported by CboeCompany's own claim[1]

Takeaway

A support team's own proposal reached production through an internal competition. Cboe did not disclose the measurement period behind its reported improvements.

Sources

AI Olympics and a Culture Shift — How Cboe Is Turning Ideas into Impact
CDO Magazine4 Sep 2025News article

Source summaries

[1]CDO Magazine4 Sep 2025

Cboe executive Eileen Smith described an internal networking-support application developed through an AI competition. The interview reported a 98% improvement in initial response times and 45% shorter resolution times.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026