Service Desk Intelligence

In addition to automatically resolving some selected IT service issues as described in Conversational Digital Agent, Digital Agent also has the functionality of AI-driven automatic Categorization and Classification of all Incidents and Service Requests. This makes Analyst's job faster and simpler.

Analysts can view and apply the AI suggestions by clickingon right corner of the top panel of Incident/Service Request details page. A pop-up page is displayed with AI Suggestions. Refer the below sample screenshot:

Figure: AI Suggestions

The predictions made by AI model is a reflection of past data. Based on the inputs such as Symptom and Description, Service Desk Intelligence scans all the available history or records and identifies similar records. Further, the Service Desk Intelligence understands human responses to similar records in the past and then provides suggestions. Analysts can view and apply the AI suggestions. If sufficient records exist with “proper” data, the field predictions are in conjunction with that.

Service Desk Intelligence makes the Analyst's job easier by auto-filling the following fields of the Incident / Service Request based on the AI predictions:

• Workgroup
• Impact
• Urgency
• Category
• Classification
• Analyst

Based on the user's inputs, such as Symptom and Description, Service Desk Intelligence does the following actions:

• Scans all the available history of records.
• Identifies the similar Incidents.
• Understands the human responses to the Incidents in the past.