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How to avoid SLA breaches with the help of AI

Avoiding SLA breaches is key to maintaining trust and delivering reliable service. With AI, InvGate Service Management can anticipate requests at risk of delay and estimate resolution times more accurately.

Combined with automation, you can act on these insights, helping your team plan and prioritize workloads, adjust priorities for critical groups, and monitor performance more effectively.

#1. Smart request escalation

Smart escalation suggestion displayed in a request in InvGate Service Management.

The Smart Escalation feature analyzes request progress with AI and compares it against similar past tickets to detect when an SLA is at risk of expiring. If necessary, it suggests escalation so agents or supervisors can intervene early and speed up resolution.c

Here’s how to enable it:

  1. Log in as an administrator.
  2. Go to Settings > AI Hub > Agent Assistance.
  3. Enable the Smart escalation option.

If AI identifies a request as at risk, the suggestion appears in the Suggestions section on the right-hand sidebar of the request. Agents can review and apply the escalation directly from there.

#2. Estimated resolution time prediction with AI

AI-based estimated resolution time displayed in request details in InvGate Service Management.

With Estimated Resolution Time Prediction, InvGate Service Management displays how long a request is expected to take, based on SLA rules and historical resolution times. Both customers and agents see the prediction inside the request details, making timelines more transparent and reducing uncertainty.

Here’s how to enable it:

  1. Log in as an administrator.
  2. Go to Settings > AI Hub > Agent Assistance.
  3. Enable Resolution Time Prediction.
  4. Then, go to Settings > Requests > SLA and edit the SLA rule where you want the prediction applied.
  5. In the Resolution time for customers field, select Estimated resolution time prediction with AI.

Once enabled, the system automatically calculates and updates the estimated resolution time based on the active SLA rule and similar closed requests. The prediction improves as more data becomes available and is adjusted if the request changes SLA due to reclassification or other conditions.

#3. Automation to avoid SLA breaches

Screenshot SLA configuration options within InvGate Service Management.

To complete the process and maximize SLA compliance, you can set up automations. You can trigger actions at key points of your estimated resolution time, so you’ll turn AI insights into concrete, timely interventions.

Here’s how to configure them:

  1. Go to Settings > Requests > SLAs.
  2. Click Edit on the SLA you want to update.
  3. Scroll down to the Actions section and click Add.
  4. Choose the elapsed time (as a percentage of the SLA) and define the action to run automatically.

Available actions include adding an observer, changing the category or priority, triggering approvals, sending email alerts, and more.