Artificial Intelligence (AI)

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Introduction

Artificial intelligence (AI)I is embedded in different SWSD functions for customers with the Advance and Premier plans.

AI provides a new level of automation and an improved time to resolution. The machine-learning algorithms analyze large sets of historical data, identify patterns, and accelerate key service management processes.

Benefits for service portal users

All across the service portal, a “smart” pop-up within the service portal auto-suggests the best corresponding knowledge base articles and service catalog items related to the keyword(s) typed in the search bar.

The AI icon indicates that suggestions are provided by the AI tool working in the background through machine learning.

AI also suggests knowledge base articles and service catalog items during the creation of a new incident. That way, your users see options that can steer them in the right direction.

The Virtual agent uses AI to help requesters (portal users quick resolve issues without involving a service desk agent. It mimics human interaction, learning and adapting through smart conversation. It understands the user’s language, asks additional questions to gain context, responds to user queries in real-time, and provides a hand-off to a human service desk agent when required. See Virtual Agent.

Benefits for agents and IT

For agents, AI helps with the automatic routing and classification of incoming incidents, reducing the impact of ticket misclassification and human error. It also offers “smart suggestions” agents can leverage when working on a ticket. Smart suggestions are made based on keyword matching from historical analysis of similar issues—those suggestions offer knowledge base articles, related assets or configuration items, sentiment analysis, and similar incidents, advising the agent on the best actions to take next.

Sentiment analysis, which classifies whether a requester's chat comments are positive or negative, can bring to an employee's attention any incidents that have a negative sentiment. You can then escalate them accordingly to avoid negative customer satisfaction ratings.

When customers use the Virtual Agent, self-service use is improved and the number of incidents received through the service desk is reduced. The Virtual Agent can help users with simple or routine issues, letting your service desk agents focus on more important, complex tasks. Customer use of the Virtual Agent improves service desk productivity, accelerating response times and reducing Mean Time To Resolution (MTTR). See Virtual Agent.