Service Desk Intelligence

Owned by Enterprise IT
Last updated: Oct 14, 2024

In addition to automatically resolving some selected IT service issues as described in Conversational Digital Agent, EnterpriseIT also has the functionality of AI-driven automatic Categorization and Classification of all Incidents and Service Requests so that the human Analyst’s job is made faster and simpler. Analysts can view and apply the AI suggestions by clicking the CINDE icon on the ACTIONS panel of the Incident/Service Request details page. A pop-up page is displayed with Suggestions. However, the Predictions made by AI model is a reflection of past data. If sufficient records exist with “proper” data, the field Predictions are in conjunction with that.

The Service Desk Intelligence makes the Analyst's job easier by auto-filling the following fields of the Incident based on the CINDE predictions:

  • Category
  • Classification
  • Workgroup
  • Impact
  • Urgency
  • Analyst

Based on the user's inputs, such as Symptom and Description, CINDE does the following actions:

  • Scans all the available history of records.
  • Identifies the similar Incidents.
  • Understands the human responses to the Incidents in the past.