IT service management (ITSM) enables implementation, management, and delivery of IT services to meet the needs of an organization. Inefficient service support results in negative customer experience impacts organisations’ Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Churn Rate and Customer Effort Score (CES). Slow and delayed response leads to reduced sales and revenue of a business prompting organisations to implement effective ticketing system for seamless IT service management. It enables support teams to segregate, manage and create tickets from multi-source information, for effective query-handling thereby enhancing efficiency of the customer support teams as well as customer experience.

Significant increase in customer demands including fast query handling, responsiveness and sincerity from support agents, has been observed in the last couple of years. To reduce manual effort and increase accuracy in ticket handling, businesses are leveraging technologies such as artificial intelligence and predictive analytics to fulfil these demands and improve IT services. AI analyses all text-based communication to autonomously resolve query or generate a ticket for agents to respond to the query. Additionally, predictive analytics provide insights from the available data and helps in predicting future incidents in real time. This enables organisations to improve IT services as well as prevent it infrastructure from future incidents. Some of the vendors providing AI powered ticketing solutions are as follows:

• Loom Systems - Loom System’s AI-powered platform is an intelligent autonomous solution that uses advanced machine-learning algorithms to predict and reveal problems. It can open tickets on key issues before customers thereby significantly reducing Mean-Time-To-Detection


• Spoke which is an US based software provider, has launched an AI based internal ticketing system which is a single interface platform for all the functions including HR, Finance, IT and others. It can reply to common requests and automatically handle self-service requests for the agents, or it creates the ticket and routes the tickets accordingly, by using machine learning.

Conclusively, increasing pressure to meet stringent SLAs and demanding customer base has developed the need for advanced ticketing solution to improve operational efficiency thereby increasing customer experience. AI powered ticketing system helps in reducing redundancy and predictive analytics helps in preventing future incidents that may lead to revenue loss and negative customer experience.

– Rahul
ICT – Research Analyst
Infoholic Research