ITSM AI Copilot

AI is changing how enterprise service desks work. Our AI Copilot adds context-aware answers and automation to existing workflows—no new tools, no disruption. It's how modern IT teams cut response times and focus on real problems.

Services

AI for ITSM, RAG pipeline development, Multi-channel communication, Enterprise security & compliance

Industry

Software vendor, IT Service desk, AI Copilots

Explore capabilities

The Challenge

A Swiss-based ITSM software vendor serving enterprise IT departments faced mounting pressure to modernize their service management capabilities:

Why Now

Vendors like ServiceNow and Zendesk already ship AI tools-our client needed to move fast to stay relevant.

Growing Support Costs

Ticket volume kept rising, burning out agents and pushing up costs.

Scattered Knowledge

Knowledge was split across tools, slowing everyone down and making answers hard to find.

Market Pressure

Vendors like ServiceNow and Zendesk were adding AI fast, pushing the client to catch up.

Integration Challenges

Any AI tool had to fit in smoothly without breaking workflows or GDPR rules.

The Solution

We built an AI layer that automates common service desk tasks and fits into the tools the team already uses.

Architecture Overview

The system has four parts:

A data layer that turns docs and tickets into searchable chunks.
A service layer that uses language models to give precise answers.
Adapters that connect to ITSM APIs and chat tools.
Security and monitoring built on AWS and Kubernetes with GDPR compliance.

Retrieval-Augmented Generation (RAG) Pipeline:

Knowledge base is embedded for fast, relevant answers.
Chunking and embedding methods improve search accuracy.

Intelligent Live Chat Agent:

Chatbot gives instant answers using integrated data.
Unresolved chats turn into tickets with context.

Service Desk Agent Support:

Agent UI shows suggested KB articles to save time.
Problem tickets link to incidents for faster fixes.

White-Label Integration & Security:

The AI appears native in the vendor's UI, keeping data local.
GDPR compliance with EU data residency and strong encryption.

The Results & Impact

Three months after launch, the results were clear:

Within three months of deployment:

Workload dropped 60%, and agents had time for harder issues.
Resolution time improved by 45% thanks to instant AI suggestions.
Agents saved about 90 minutes per shift searching less.
Customer satisfaction rose 12% with faster responses.

Seamless User Experience:

AI felt native in the platform, helping users trust and adopt it.
Communication was unified across chat, email, and collaboration tools.

Future-Ready Architecture:

Multi-tenant design supports scaling across all customers.
Modular setup lets the team add new AI features over time.

Future Vision

Next, the client plans to use the same setup for proactive detection—catching incidents before users notice.

FAQ: AI for ITSM

What is an AI copilot for ITSM?

An AI copilot assists agents and end-users with context-aware answers, automates repetitive steps, and creates or updates tickets inside the tools teams already use.

How does RAG improve answers?

Retrieval-Augmented Generation (RAG) pulls facts from your knowledge base and past tickets before the model replies, improving accuracy and reducing hallucinations.