A major electric power and broadband provider, faced a material operational risk when its legacy Cloud ITSM platform announced a sunset. Airo (Cloudaction) led a high-stakes enterprise transition to replace the live platform within a fixed four-month window. We implemented the world’s first Salesforce Agentforce IT Service solution in production, moving the organization from static forms to conversational AI-driven intake. By eliminating manual “ticket hops” and providing fulfillers with AI-driven summarization, the system modernized service architecture across IT, Fiber, Facilities, and Cybersecurity. The transition was delivered on time with zero operational disruption, resulting in a 65% improvement in Mean Time to Resolve (MTTR) and a 60% gain in fulfiller productivity.