Enterprise ITSM is one of the most time-consuming and expensive IT functions. The rapid acceleration of digital transformation has further contributed to a 30 percent increase in IT ticket volume. Furthermore, the work-from-home (WFH) phenomenon fueled by the pandemic has contributed to a global IT labor shortage.
Organizations using ITSM solutions can easily recognize endless issues, such as increasing service requests and longer resolution times. These challenges not only indicate a staff shortage or poor performance of the IT service delivery and incident management teams but also point to bottlenecks in their ITSM operational workflows.
On the other hand, artificial intelligence’s ability to emulate human intelligence and interactions has piqued enterprise IT interests. As a result, in addition to making ITSM a profit center, AI ignites innovation that directly impacts commercial success. All of this has led to an unprecedented demand for ITSM hyperautomation.
Our solution, powered by Swish AI, a Dell Technology-backed company, is the first SaaS hyperautomation intelligence solution to meet rising market demand. Swish AI technology integrates seamlessly with leading enterprise ticketing solutions, captures data from every node of your ITSM workflows, and delivers end-to-end hyperautomation intelligence at the process level in real time.
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Advanced AI algorithms power the following key ITSM capabilities to optimize your ITSM workflows:
- Deep ClusteringCorrelate similar tickets based on accurate parameters, available solutions, and support categories.
- Human AugmentationAssist ITSM staff across all hierarchical levels with intelligent data-driven decision-making capabilities.
- Real-time IntelligenceCapture real-time data from all ITSM tools and derive actionable intelligence in real-time for impactful IT service desks use cases such as ticket deflection, anomaly detection, process automation, and people augmentation.
- Actionable ImprovementsEmpower your workforce with the right insights to resolve tickets and the root cause faster.
- Agent-skillset MappingIdentify key expertise of individual support agents and engineers; route tickets based on agent relevance and availability to reduce the ticketing workload and expedite the resolution process.
These hyperautomation intelligence capabilities empower ITSM leaders to gain accurate and real-time visibility into the true performance of ITSM operations. It autonomously sheds light on the entirety of their organization’s ITSM raw data and assists them in identifying operational challenges and opportunities for efficiencies across all ITSM functional domains.
The actionable data-driven insights allow ITSM staff across all levels to act upon decisions that proactively optimize ITSM workflows, help reduce ticket queues and achieve true ITSM operational excellence.
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From an ITSM leadership perspective, business and technology decision-makers can realize the following key goals:
- Adapt ITSM for a hybrid workforce
- Establish customer-centric ITSM services
- Measure KPIs that reflect true ITSM performance in real-time
- Foster a culture of change toward ITSM operational excellence, customer satisfaction, and business improvements
- Embrace social IT by augmenting overwhelmed ITSM staff with real-time ITSM intelligence
- Adopt digital transformation initiatives without the limitations associated with your current ITSM tools
This game-changing solution gives ITSM leaders and executives a real-time birds-eye view of their entire ITSM ecosystem and offers optimization over shift-left and shift-right capabilities such as knowledge management, proactive analytics, and self-service support to improve customer experience and optimize operational excellence.
HCLTech, a leading global technology company, and Swish AI (a Tel Aviv startup backed by Dell Technologies Capital) have announced a strategic partnership. Swish AI has six patented ML and AI technologies, as well as NLP and business process mining.
It enables ITSM leaders to discover the complete service level understanding of every individual ticket, critical incident, and business impact autonomously and in real-time.
This partnership will enable HCLTech to leverage Swish AI’s unique capabilities to offer an advanced hyperautomation intelligence solution for the digital workplace market.
Sebastien Adjiman, CEO and Co-founder of Swish AI
“Swish AI was founded with the belief that all ITSM enterprise leaders have started their hyper-automation journey. In addition, they want to have the ability to turn the avalanche of data that’s being generated by today’s digital interactions into autonomous decisions which are smarter, faster, and more accurate.”
“As Swish AI continues its international expansion among Global 2000 companies, this strategic partnership with HCLTech is a game changer for Swish. It will leverage the power of our solution with HCLTech’s strong global presence and its domain knowledge in digital workspace services to provide enterprise ITSM leaders across the world with access to a unique hyper-automation intelligence offering”.
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[To share your insights with us, please write to sghosh@martechseries.com]
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