Home > Categories > IT Service Management > Symphony SummitAI’s Latest Release Incorporates More AI Functionality to Enhance Service Management

Software Category

IT Service Management

Write Review

Symphony SummitAI’s Latest Release Incorporates More AI Functionality to Enhance Service Management

Symphony SummitAI announced the general availability of Sierra, the latest version of its AI-based service management tool. New features include:

  • AI-driven knowledge management. Sierra introduces an updated self-service experience with conversational search based on natural language processing (NLP).
  • Intelligent digital agent. Symphony SummitAI’s digital agent, CINDE, now has agent transfer, self-help articles for end users, and enhanced spell-checking capabilities for conversation. The updated release can also transfer the conversation to a live agent if needed.
  • Asset cost and capacity analytics. A new IT asset dashboard supports hardware and software asset management with utilization and cost analytics.

SummitAI’s latest release and its benefits to service management. Source: Symphony SummitAI

Our Take

Artificial intelligence is increasingly being leveraged by IT service management solutions, with the next generation of tools leveraging machine reasoning and automation to improve service quality and reduce cost. However, the need for this technology depends on how it will help organizations meet their business goals.

Symphony SummitAI’s latest release with its enhanced AI capabilities will help it keep up with emerging trends in the ITSM market and support the shift-left strategy to enable more automated and end-user resolved tickets. Nonetheless, the need for strong processes and people doesn’t diminish with a good tool; ensure you have the skills and workflows in place to support AI-based automation for it to succeed.

Want to Know More?

Prepare for Cognitive Service Management

2018 ITSM Tool Market Trends

The Road to ITSM AI: Develop an ITSM AI Strategy

Other Recent Research in IT Service Management

IT Service Management

Organizations Report Higher Satisfaction When Switching to Software With an Info-Tech Award

Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.

IT Service Management

Atlassian Acquires Helpdesk Tool Halp

Atlassian has acquired Halp, a real-time helpdesk tool that integrates with Slack. With the broader context of this move being Atlassian and Slack’s strategic alliance, might there be more to this acquisition than meets the eye?

IT Service Management

Service Design Tools and Methods

Organizations are complex and have multiple stakeholders involved in the delivery of a service. In a public sector organization, for example, there are end users, multiple agencies and departments, and vendors involved in the delivery and consumption of the service. Service design methods and tools assist in making sense of these stakeholders’ inter-relationships and allow organizations to make sound decisions during service implementation.

IT Service Management

Satisfaction With Software Drops With COVID-19 Uncertainty

The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.