Ivanti Service Desk with Gen AI
and Automation
Revolutionizing Employee Support
Ivanti is a comprehensive IT service management (ITSM) platform that integrates IT asset management, endpoint management, and IT service management. It helps organizations streamline IT operations, improve service delivery, and enhance user experience through centralized IT services and asset management.
The Need for GenAI and Automation in Service Desks
- A high volume of repetitive inquiries burdens service desks, resulting in long wait times in request fulfillment.
- Automation streamlines routine tasks, accelerates incident resolution and reduces manual efforts, improving overall productivity and service desk responsiveness, leading to employee satisfaction.
- GenAI Chatbot provides a self-service experience to employees. It enhances user experience by providing intelligent responses to your queries in natural language, handling service requests promptly, and offering 24/7 support.
AutomationEdge: GenAI-Powered Employee Support Automation
AutomationEdge combines Generative AI (GenAI), communication channels, automation and ready integrations to
revolutionize employee support for Ivanti Service Desk.
How It Works
Omni-channel support across Microsoft Teams, Slack, Web-based chat, WhatsApp, mobile app, SMS, Voice calls and other Social Media Apps.
GenAI understands tricky or complicated human conversations and deciphers the intents.
AutomationEdge provides Multilingual interfaces to support global employees.
Seamless integration with your inhouse backend systems to fetch data and fulfill requests from Ivanti Service Desk.
Built-in Reports and Dashboards for measuring and optimizing the bot performance.
AutomationEdge Platform Capabilities Used
AI Copilot Studio
- Build dialogs for step-by-step conversations for specific Requests.
- Drag and drop components for dialog building.
- Integration of Generative AI or homegrown LLMs for specific domains.
- Understand complex natural language with NLU.
Enterprise Knowledge Search
- GenAI-powered conversations that understand natural language and identify employee intent in search queries.
- Respond with relevant references.
- Response is based on user preferences while keeping data secure and private.
Process Automation Studio
- Provides 750+ ready connectors.
- Drag-n-drop connectors to create an automation workflow.
- No-code to pro-code workflow building. Drag-n-drop Script plugins if required.
- Custom API integrations, or UI automation with RPA
Benefits of Automating Ivanti Service Desk
By leveraging AutomationEdge’s GenAI and automation capabilities, Ivanti Service Desk users can:
Streamline repetitive inquiries by automating workflows using AutomationEdge Platform
Improve employee experiences with faster request fulfillment and personalized responses.
Reduce the burden on service desk agents, allowing them to focus on higher value activities.
Leverage GenAI chatbot for natural language conversations and it understands your intents.
