AI at the Core: Artificial Intelligence Ensures a Higher Degree of Automation in Enterprise Service Management

Idstein Publicly listed software company Serviceware SE (https://serviceware-se.com) is announcing the availability of its newly developed, AI-native solution for the Serviceware platform. This will become the centerpiece of the enterprise service management software from the global technology provider. The new functionalities use artificial intelligence to automate a wide range of typical service tasks, ensuring improved, faster and more cost-efficient ESM processes. 

This means that the AI-native solution – which has also become a success story thanks to the close collaboration with the Technical University of Darmstadt that has been in place since 2019 – is becoming the new standard for service-oriented companies and public institutions that value the highest service quality at low cost. 

Dirk K. Martin, CEO of Serviceware, explains: “Artificial intelligence is the game changer in the automation of service processes. We are driving this revolution forward by providing companies with a ‘do it yourself’ tool for the first time to easily define and design service processes across the entire range of our platform. This also makes it possible to quickly and flexibly adapt to market conditions without technical expertise. It is sufficient to define and describe the processes in natural language, and the AI will then set up the complete process based on this. For more standardized requirements and fields of application, we also provide preconfigured packages and will continue to expand this offering in the coming weeks. With the new AI Process Engine, we are underpinning our strong position in digital service processes.”

Creating processes is a breeze thanks to image and text input using AI 

The seamless integration of numerous AI-based functions makes creating new service processes, including their processing and evaluation, a breeze. New workflows can be created using image or text input, for example, enabling each department to design and implement its own processes. This is not only significantly faster, but also eliminates the need for support and development work that was previously required. 

But not only new processes can be implemented more easily. Customer and citizen enquiries can be answered much faster with the support of AI assistants because these assistants independently classify and analyze e-mail requests and summarize important information. In addition, the AI independently provides its own solution proposals on the basis of the integrated Serviceware knowledge database and thus makes the work of the service or call centre employee much easier. 

The application areas of the comprehensive Serviceware platform range, among others, from IT service management (ITSM) for the organization of IT services through HR service management for the implementation of company-wide human resources processes to customer service management with integrated knowledge management for the efficient handling of customer or citizen requests. Other service processes covered by the platform include order management, field service management, facility service management and many more. In addition, the platform offers an IT financial management solution (ITFM) for the efficient management of IT spend. 

Optimized planning, coordination and allocation of service costs thanks to AI 

IT organizations can easily plan their IT service catalog with the new AI-native workflows and benefit from integrated approval processes, automatically suggested service descriptions, and collaborative coordination workflows. These features not only help users to document service histories and make them traceable, but also to organize their work more efficiently through automatic email notifications. 

First customers and partners are enthusiastic about the new AI solution 

Since the summer of 2024, numerous beta customers have been using the AI functionalities of the Serviceware platform, including a listed provider of personnel services and further training, a media company, a public authority, a mechanical engineering company and the financial experts of LBS NordWest. 

Gerd Zumkeller, Head of Information and Telecommunications at the Rastatt district office and one of the first users of the new platform, is enthusiastic about the new AI functionalities: “We have been successfully managing numerous processes in IT and other company departments with the Serviceware platform for many years. With the new AI-native engine for the platform, Serviceware has now set the right direction for the future.” 

The platform also offers Serviceware partners many new opportunities to generate added value for their customers. Jens Liedtke, Senior Vice President at the consulting firm Materna Information & Communications SE, explains: “As a strategic partner of Serviceware SE, we highly value the innovative strength of the jointly distributed solutions. With its new AI-native platform, Serviceware offers a cutting-edge solution that combines the company's long-standing service and process expertise with innovative AI solutions, thereby becoming a real productivity booster for our customers”.