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Serviceaide Adds AI Features to Improve Service Management Efficiency

Serviceaide announced that it has added new AI features to its Intelligent Service Management (ISM) to improve incident resolution time and overall service desk efficiency.

In this new powerful beta version, Serviceaide leverages its AI-driven virtual agent, Luma, to intelligently prioritize, categorize, and assign tickets, as well as leverage historical analysis to recommend solutions. The AI-powered ISM solution improves first-ticket resolution and reduces mean time to resolution (MTTR), which could result in higher user experience.

Using machine learning capabilities, ISM can auto-populate tickets, analyze the tickets that are submitted via email, and assign them efficiently. This engages the right person or group to deal with tickets and reduce ticket misrouting. As almost 30% of service desk tickets are misrouted, the new solution can enhance first level resolution. This in turn leads to:

  • Reduced cost per ticket
  • Decreased service desk workload
  • Improved service desk efficiency

Our Take

AI has moved from an interesting concept to real results as vendors find new ways to leverage AI to support more-efficient service management. However, remember that AI is only as good as the data you collect. You still need a sound process that drives good ticket management, and then you’ll be able to leverage the benefits AI can offer.


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