As organizations scale their digital infrastructure, IT service management must evolve to ensure business continuity and quicker turnaround for critical operations. Traditional ticket management methods often face scale challenges, adversely impacting service delivery and customer satisfaction. Manual ticket resolution processes are labor-intensive and time-consuming. IT support teams often review several tickets individually, analyze them, and then find a resolution, leading to ticket fatigue. The other major issue is the lack of historical context and data. Consequently, the support team loses time when solving recurring problems. Further, it leads to slower turnaround and more downtime. AI is employed in almost every facet of IT and has the potential to revolutionize IT support services. Our accelerator, Incident AI, is designed to optimize your IT service management workflow using AI and intelligent automation.

Key Features

• Ticket Clustering Management
• Resolution Recommender
• Predictive & Preventive Maintenance
• AI Assistant / Copilot Integration

Key Benefits

HSC’s Incident AI helps an enterprise achieve the following benefits and improve the efficiency of operations Quicker Turnaround Time: Reduce MTTR (Mean time to recovery) and increase availability by efficiently identifying and addressing clusters of related issues. Enhanced Decision-Making: Access Actionable insights on improving support workflow and resolution recommendations based on historical data and best practices. Proactive Problem Resolution: Predict and prevent potential issues before they impact operations, ensuring continuous service delivery. Seamless Workflow Integration: Integration with AI assistants and automation suites delivers a streamlined service management experience.

Use Cases

• Enterprises in the travel sector can use Incident AI to swiftly resolve booking system malfunctions, website errors, and technical glitches. • Players in the hospitality sector can use Incident AI to streamline guest complaints about Wi-Fi connectivity, room-key systems, or guest booking platforms, ensuring guest satisfaction. • Retailers can use Incident AI to promptly address POS failures, website glitches, or inventory management software issues. • Cruise lines can use our Incident AI solution to effectively manage connectivity issue tickets at sea.