AI in the service of IT teams
InvGate AI Hub for Service Management provides agents with a handful of intelligent features built and designed to help them provide better support.
Virtual Service Agent
Resolve tickets with AI-powered conversations
Bring AI-driven support to where work happens. InvGate’s Virtual Service Agent integrates seamlessly into Microsoft Teams, WhatsApp, and the self-service portal to guide employees through issues, answer questions, and route requests.
Reduces ticket volume
The virtual agent handles repetitive requests and FAQs autonomously, offloading those from human staff.
Delivers human‑like interaction
Natural language interaction feels intuitive and lowers user effort.
Save time by improving your responses with generative AI
Improve your responses and speed up ticket resolution with generative AI. InvGate’s AI service analyzes the ticket details and the draft response and gives you the possibility to expand, summarize, or change the tone of your reply.
Efficiency and time-saving
Save up to 28% of the time spent crafting responses.*
Accuracy and consistency
Deliver clear, concise responses across all support teams.
*Based on internal testing.
Get ready-to-use solutions instantly
Faster first responses
Reduces response times with AI-generated solutions tailored to each ticket.
Faster, cost-effective support
Reduces resolution times and operational costs.
One-click ticket summaries
Create a quick summary of the ticket’s details, people involved, and tasks performed to get a better grasp of the request at hand.
Faster resolution times
Takes less than 1 minute to onboard someone new to a complex ongoing incident.*
Easier collaboration
Team members spend less time sifting through lengthy ticket histories and more time actively resolving the issue.
Information-sharing
Agents can choose to post the summary as an internal comment as a way to share insights with their team.
*Based on internal testing.
Create knowledge articles in seconds
Automatically transform service incident resolutions into knowledge articles to keep your Knowledge Base up-to-date with generative AI.
Automated drafting
Takes less than 30 seconds to create a first article* based on the ticket resolution details, so agents no longer need to start from scratch.
Easily updated Knowledge Base
Ensures that all relevant information is promptly documented and available on the Knowledge Base for future reference.
Encourage self-service
End-users gain confidence in self-service options and are less inclined to create a service request.
*Based on internal testing.
An even smarter Virtual Agent
Improve your support through your Virtual Agent by providing a quick summary of relevant knowledge articles to users.
Lower ticket volume
By highlighting the most relevant aspects of the articles in a more accessible format, the summary helps users grasp the main concepts leading to up to 15% less tickets created through chat.*
Improved user experience
Users can access relevant information from the suggested articles directly on the chat before opening them.
*Based on internal testing.
Find the right collaborator for every ticket
Faster ticket resolution
Connect tickets with the right expert immediately to resolve issues quickly and efficiently.
Improved collaboration
Encourages teamwork across departments by identifying experts wherever they’re needed.
Boosted productivity
Reduces time spent searching for solutions, allowing agents to focus on resolving more tickets.
Never miss an SLA again
Timely escalations
Predicts at-risk requests and recommends escalations before SLA deadlines are missed.
Automated SLA monitoring
Keeps operations running smoothly by ensuring critical requests are addressed promptly.
Improved operational efficiency
Improves overall service quality and customer satisfaction by automating critical monitoring tasks.
Detect major incidents early
Early identification
Detects high-impact incidents early, enabling faster interventions.
Minimized downtime
Helps prevent service disruptions by addressing incidents proactively.
Improved response
Supports quick prioritization and coordination for critical issues.
Tackle root causes before they escalate
Improved service stability
Reduces recurring incidents, enhancing service reliability.
Reduce operational costs
Prevents future incidents by addressing recurring problems at their source.
Accurate risk analysis in seconds
Smarter risk management
Flags high-risk requests early to reduce escalation chances.
Improved service continuity
Ensures critical tasks receive the attention they need, preventing service disruptions.
Less misrouted tickets
Expand the keywords related to your service categories automatically to make it easier for users to find and select the correct category when creating a ticket.
Quick configuration
Admins can quickly add accurate keywords to any category, reducing the time and effort required for manual configuration.
Optimize ticket routing
Reduces user errors in ticket creation by 30%*, so support teams don't have to spend time redirecting tickets that don't belong to them.
*Based on internal testing.
Measure what your AI is actually doing
See exactly how your AI is performing with two new reports under AI Hub, covering Virtual Service Agent deflection and agent AI adoption.
See ticket deflection
Track deflection rate and knowledge gaps by channel and topic, so you know exactly what to fix next.
Prove AI impact
See adoption and engagement by agent and help desk, and bring a real number to any leadership conversation about AI.
AI-powered features are revolutionizing the way businesses handle support requests
Here are some of the benefits of using these advanced features:
Increase Efficiency
Make time for support agents to focus on more complex issues by automating repetitive tasks and reducing response times.
Discover the possibilities of AI
Check out our series of articles on the InvGate blog for in-depth insights and best practices on incorporating AI into your IT service management operations.
Discover other Service Management features
Ticket Management
Manage your incidents
AI-Powered
Enhance support efficiency
Self-Service
Encourage self-help
Workflows
Improve IT efficiency
Virtual Service Agent
Conversational ticket resolution
Analytics
Analyze your efforts
Knowledge Management
Build and share knowledge
Change Management
Better manage change
Problem Management
Get proactive
Automation
Automate support processes
ITIL
Employ best practices
SLAs
Prioritize IT operations
MCP
Query service desk data
Gamification
Improve team productivity
Multiple departments
Extend outside IT
Product Catalog
Request and fulfill hardware
Agent Studio
Build governed agents
Clear pricing
No surprises, no hidden fees — just clear, upfront pricing that fits your needs.
Easy migration
Our team ensures your transition to InvGate is fast, smooth, and hassle-free.