Hello Community,
We are working on adding AI to tickets inside Intelligent Service Management. The first use case we are building out is analyzing the description of a ticket or body of an incoming email and setting ticket attributes based on a historical understanding of other tickets. For example, if a user describes a network printer issue in an email, we could create a ticket and set the CCTI, urgency, impact and assigned group.
We need customer feedback to understand if this would be useful to your organization. Would it save analyst time? What should this look like in the UI? How does the AI engine continue to learn based on user input? What else would you want to use AI to improve in ISM?
If you are interested in discussing this please book a meeting on my calendar using this link.
https://calendly.com/rich-graves/luma?month=2019-05------------------------------
Richard Graves
Serviceaide
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