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Serviceaide Announces New Release of Intelligent Service Management Platform with Added AI CapabilitiesSAN JOSE, Calif., Nov. 20, 2019 /PRNewswire/ -- Serviceaide, Inc., a global provider of enterprise service management solutions, today announced a powerful new version of its service management platform, Intelligent Service Management (ISM). The new Beta release includes major new AI features that significantly improve mean time to resolution, reduce cost per service request or incident, improve user satisfaction, and lighten workloads for service desks and IT departments. Maker of the award-winning, AI-powered Luma Virtual Agent, Serviceaide is increasingly leveraging AI technologies like natural language processing and machine learning to bring advanced capabilities and business value to ISM, its full-featured service management suite used by IT and help desk organizations around the world. The new release of ISM can intelligently prioritize service requests, assign tickets, and recommend solutions based on its own review of historical records and practices. "Today, there are tremendous opportunities to apply AI to improve business, and service management is a major example," said Wai Wong, CEO of Serviceaide. "Gartner estimates only 60 percent of service desk requests result i first contact resolutions. That is costly and unacceptable. New AI capabilities in this ISM release will increase first ticket resolutions and accelerate mean time to resolution (MTTR). The results are improved user experiences and greater service team productivity." New Capabilities ISM intelligently presents similar tickets and suggests resolutions to analysts at the time the ticket is presented, placing relevant information and recommendations at an analyst's fingertips to improve resolution quality and response times. Service desks typically focus on KPI's related to ticket resolution. Many companies, particularly managed service providers, base their Service-Level Agreements with customers on MTTR and Response Time. The new AI capabilities in ISM provide an opportunity to dramatically improve those KPIs. Key Benefits
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