United StatesTechnology and telecom2025 – ongoing

Palo Alto Networks

Internal copilot for customer-support case resolution

Palo Alto Networks reported approximately 50% shorter support resolution times with its internal copilot

WorkingCompany's own claimOfficial ↗

Problem

Palo Alto Networks needed to absorb growing customer-support volumes while limiting additional hiring. Case resolution was one area selected for internal AI tools.

Approach

The company developed a copilot to assist its global customer-support team with case resolution. It first rolled the tool out in network security, where it reported use in about 85% of cases by February 2025.

Results

approximately 50%reduction in time to resolve support cases, according to managementCompany's own claim[1]

about 85%share of network-security support cases using the internal copilotCompany's own claim[1]

Takeaway

The reported result applied to support work, with initial adoption concentrated in network security. The company did not disclose the comparison period or measurement method.

Sources

Q2 2025 Earnings Call: Corrected Transcript
Palo Alto Networks13 Feb 2025Company publication

Source summaries

[1]Palo Alto Networks13 Feb 2025

Management described an internally developed support copilot used in about 85% of network-security cases. It reported approximately 50% shorter resolution times and greater capacity to handle cases with less additional hiring.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026