Incident Management
Reduce IT tickets, and accelerate self-serve
with efficient incident management processes
IT Assist is an automation solution that helps employees self-serve and resolves IT issues on their own. This solution enables users to submit their IT issues within a virtual assistant through natural dialogue and through conversational AI, IT Assist responds with the resolution to their inquiry.
Track, prioritize and assign tickets
simplify and automate incident reporting
IT Assist helps employees log incidents in the simplest way and works in the background for all the follow-ups while employees can focus on important tasks.
IT Assist helps you stay on top of tickets by helping users specify urgency at the time of reporting.
Deliver on your SLA promise
with proactive reminders
IT Assist works relentlessly to ensure SLAs are met and informs employees to take corrective action whenever SLAs are outside of promised commitments.
With the help of Kore.ai Process Apps, you can create any custom escalation workflows defined in a customer’s system of record.
Connect with agents
contextually
IT Assist can determine the urgency of an inquiry from the context of the user’s IT request and accordingly connect the user to live agent assistance when human intervention is required for quicker time to resolution.
Intelligently route tickets to the relevant agents or personnel to ensure effective and fast problem resolution.
Accelerate self serve with interactive knowledge collections
Self serve with relevant articles
to deliver faster resolutions
Empower employees and IT agents with a comprehensive knowledge base collection of articles that delivers the right information and actions to take for faster resolution of their incidents and issues.
IT Assist can exhaustively search databases, wherever knowledge resides, to deliver the most relevant articles. The information is then extracted and provided as an article featured snippet and returned to the user to take corrective actions.
Manage, retrieve, and take action on tickets
with ease
Never lose track of your tickets again! IT Assist, in one step, pulls out tickets and displays it in priority of urgency, request time, severity state to make employee and IT agents/approver’s jobs easier.
Employees can retrieve/review their tickets by status (ie, open/closed tickets) and type (incident vs. requests). Our simple and effective ticket management module helps facilitate resolutions and improved satisfaction for employees and IT teams.