InvGate AI Hub
Tools to help IT teams do their jobs faster and more effectively.
A pragmatic approach to AI in the service of IT teams
Our goal has always been to build the tools that IT teams use to enable every other team in the company, and to make complex tasks and processes feel and look simple. This is why we built the products that millions around the world use today.
Now, over a decade after we launched our first solutions, we are building the tools for the next era of technology-enabled human interactions. Beyond the hype, AI is all about unlocking capabilities in human beings. And we’re very bullish on what this will mean for IT teams worldwide.
Articles
InvGate's AI Hub automatically generates knowledge articles from IT incidents
Carl Franzen
06 March 2024
ChatGPT & the Enterprise: Balancing Caution and Innovation in the Age of AI" msgstr
Ariel Gesto
09 April 2024
Daniel Ciolek, Head of Research and Development at InvGate - Interview Series
Antoine Tadif
22 April 2024
AI Hub Tools
Solution Recommendation
Share a potential solution with your agents, leveraging your Knowledge Base and ticket information.
- Speeds up request resolution provides agents with detailed, pre-written recommendations leveraging knowledge base and ticket information.
Quick Replies
Generate automated responses to give acknowledgement or ask for further information to solve that issue, if needed.
- Reduces the time agents spend on repetitive tasks, such as initial responses to tickets.
- Help agents notify that they are already working on the solution to prevent SLA breaches.
Knowledge article generation
Automatically service incident resolutions into knowledge articles to keep your Knowledge Base up-to-date.
- Less than 30 seconds to create a first article (based on internal testing).
- Encouraged self-service Accelerates the availability of relevant and accurate information in the knowledge base, giving end-users more and better self-service options.
Ticket Summarization
Generate a quick summary of the ticket activity to speed up resolution when escalation, collaboration, or approvals are needed.
- Less than 1 minute to onboard someone new to a complex ongoing incident (based on internal testing).
- Save time for approvers and L2 Highlights what matters and steps taken so far, facilitating resolution or approval.
Contextual knowledge article summaries
Efficiently deliver tailored knowledge base article summaries to users, ensuring quick access to relevant information.
- The right answer, always. As the bot will contextualize the KB article before sharing it.
Expert Collaborator Suggestion
Analyzes similar requests to identify the most experienced agent to add to the request to help with the resolution.
- Faster ticket resolution by connecting tickets to the most qualified agent
- Reduces resolution times and operational costs.
Smart Request Escalation
Identifies SLA risks and suggests timely escalations using historical case data.
- Enhances operational efficiency by automating critical monitoring tasks
- Improves overall service quality and customer satisfaction.
Major Incident Detection
Evaluates the impact and severity of reported incidents, identifying potential Major Incidents.
- Reduces downtime and operational delays by addressing major incidents proactively.
- Reduces resolution times and operational costs.
Common Problem Detection
Recognizes patterns in related requests and notifies about common problems.
- Improves service stability by minimizing recurring incidents.
- Reduces resolution times and operational costs.
Predictive Risk and Impact Analysis
Suggests risk and impact levels for Change Management requests based on similar case history.
- Improves risk management by identifying high-impact requests proactively.
- Improves service continuity by (helping to) reduce resolution delays for critical issues.
Keyword Generation
Simplify category creation and ticketing by automatically suggesting keywords, enhancing user navigation and organization.
- 32% reduction in misclassified tickets (based on internal testing).
- Quick configuration: Admins can quickly add accurate keywords to any category, reducing the time and effort required for manual configuration.
What's coming next
Smarter MS Teams Virtual Agent
Conversational experience
Create a more fluid and conversational support experience as the Virtual Agent provides better and more accurate responses to users inquiries.
Solution-based responses
Instead of redirecting users to the knowledge base, the Virtual Agent offers customized assistance by offering solutions based on knowledge articles to their requests without leaving the chat.
AI applied to ITAM
AI Smart Search
Simply write what you’re looking for and get the results you need (ie. “Computers from remote workers that have a critical update missing”
Automatic CMDB (CI dependency mapping)
Build an automatic map of relationships enhanced by AI.
AI software & hardware normalization
On top of current capabilities, AI-driven normalization adds a new layer of intelligence to InvGate Asset Management to further ensure accurate and consistent records of software and hardware assets, saving IT teams even more time.
Smart alerts
Reduce CI management time and focus on the most critical ones with alerts that use multiple information sources as input including InvGate’s Agent, usage data, and more.
Auto-healing
The system can automatically execute corrective actions when a set of conditions are met.
Language support
Response Tone Adjustment
Allows the agent to modify the tone of their response according to the context and the user's needs. This feature suggests tone alternatives, ranging from a more formal and professional approach to a friendlier and more casual one.
Spell-checker
When a potential grammar error is detected, the AI provides suggestions for corrections. The agent can then choose to accept or reject these suggestions based on the context of the communication.
Translations
The AI translation feature allows agents to communicate seamlessly with users who speak languages different from their own.