Serviceware introduces AI support for service centers

  • Serviceware Enterprise Service Management (ESM) now equipped with AI-supported assistance for service agents
  • The Beta version of the "Solution Assistant" is available in the Serviceware Processes 6.5.2 release
  • Provides Fast and precise AI-powered answers to service agents to help improve responses across any service center

Bad Camberg A new AI (Artificial Intelligence) feature to support service centers is now live in the latest release of Serviceware Processes. The new “Solution Assistant” is tailored to the needs of service desk agents who have to answer requests quickly and enables them to channel AI-powered learning accurately to optimize response quality and times.

An AI-supported assistant for service centers

The Solution Assistant takes advantage of the fact that most questions to a Service Desk or Call Center have been solved before. With the help of Machine Learning, the solution checks new and already archived problem cases for their semantic similarity in the background while a query is being entered and suggests possible answers to the agent. The agent checks the suggestions and can transfer appropriate solutions directly into the new ticket or request.

"Fast and effective problem solving is decisive for successful service centers,” says Dirk Martin, CEO of Serviceware. “The AI-supported solution is another step in helping our customers deliver outstanding customer service.”

The Solution Assistant is the second AI-based solution for service centers within a few months after the "Content Creation Assistant" was launched for Serviceware Knowledge. Based in Darmstadt since 2019, the AI Competence Center adds new functionalities to the Serviceware Enterprise Service Platform using innovative technologies for artificial intelligence and machine learning.

Our team of AI specialists are developing concrete applications in partnership with the Technical University of Darmstadt. More exciting developments are coming soon.

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About Serviceware

Serviceware empowers organizations worldwide to reinvent their service ­processes – digital and highly automated. At the core of our portfolio is the ­AI-­native Serviceware platform. It transforms services across industries, aligns technology and service costs directly with business value, and intelligently connects ­people, processes, and data to form the foundation for service excellence in modern ­enterprises.

Since 2018, Serviceware has been harnessing the potential of artificial intelligence in service management. The continuous advancement of the platform is driven by Serviceware’s AI competence center in close collaboration with TU ­Darmstadt, one of Germany’s leading technical universities.

The Serviceware platform includes solutions for Enterprise Service Management, IT Financial Management, Knowledge Management, Corporate Performance Management, and Field Service Management – deployable individually or seamlessly integrated. Our portfolio is complemented by strategic consulting, managed services, and a strong network of partners in IT security, data management, and endpoint management.

Serviceware serves over 1,100 customers worldwide across diverse industries, including 18 DAX-listed companies and 5 of the 7 largest German enterprises. Headquartered in Idstein, Germany, the company employs over 450 people across 14 international locations.

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