What Happens When AI Does the Heavy Lifting in Service Management?

The demand for faster, more accurate, and more cost-effective service delivery is greater than ever.  

Despite significant steps to automate processes in modern service management platforms, traditional, more manual methods of interaction are still prevalent. 

Enter AI-powered service management, where artificial intelligence takes on the heavy lifting, making processes efficient and customer interactions faster, proactive and more effective. 

One of the leading platforms in this transformation is Servicely. 

Designed and built as an AI-native platform from the ground up, rather than as a bolt-on, integration or afterthought, Servicely can take on the ‘heavy lifting’ of key common service management activities: 

1. Real Time Ticket Triage and Routing 

Enterprises receive hundreds, or even thousands, of service tickets daily, ranging from forgotten passwords to software outages to product requests. Traditionally, a service desk agent would need to manually categorise, prioritise, and route these tickets, a process prone to error. 

Service management platforms have already automated some of the workflow, but with Servicely’s AI, ticket triage is fully automated. Using natural language processing (NLP), Servicely is able to understand the context of incoming tickets and requests, categorise them accurately, and route them to the correct department or resolver group instantly. 

2. Automating Repetitive Tasks 

AI is particularly effective at handling repetitive, rule-based tasks that consume valuable time. Servicely automates these tasks directly within workflows, no need to switch between tools or create custom scripts to manage them. 

For example, resetting user passwords is a very common high-volume, low-complexity task. With Servicely, when a user initiates a password reset, the AI confirms their identity through automated checks and completes the reset without needing to involve IT staff. This can cut resolution time from hours to seconds. 

3. Empowering Agents with an AI ‘co-pilot’ 

While AI can handle a lot of tasks and activities independently, its biggest impact may be how it augments humans, in particular Agents on the Service Desk. Servicely includes AI capabilities that assist agents in real time, often ensuring incidents can be fixed during the live interaction or conversation. 

When Servicely’s AI does the heavy lifting in service management, the results are tangible for your organisation: 

• Faster resolution times 

• Fewer manual tasks 

• Reduced costs 

• Significantly improved employee and customer experiences 

Ready to let AI carry the load in your service management? 

Contact Bayanex today for a demo or deep dive.