Serviceaide
Released in 2016Free Version
No
Pricing
$10M - $50M
API Available
Yes
Mobile App
Yes
Serviceaide is an AI-powered platform designed to improve IT and business service management. It offers solutions like ChangeGear, ISM, and Luma to address challenges such as high ticket volumes and complex asset management. The platform's key features include AI-based productivity tools, virtual agents, and copilots that enable faster decision-making and enhance self-service capabilities. Serviceaide's latest offering, Luma 3.0, incorporates Generative AI to significantly boost efficiency and reduce costs. This integration allows for dynamic information generation and service fulfillment, leading to reduced wait times and improved user satisfaction. By providing a unified experience for all IT and business support, Serviceaide aims to streamline operations and help businesses stay competitive in the digital landscape.
Use Cases
- To automate the processing of IT tickets, reducing workload on human agents and improving resolution times
- To provide 24/7 customer support with AI-based virtual agents, reducing response times and improving user satisfaction
- To streamline change management processes, ensuring compliance and minimizing costs
- To simplify the management of Paid Time Off (PTO) requests by integrating with various HR and productivity systems
- To efficiently track and manage assets across various sectors using comprehensive asset management solutions
Job Uses
IT Help Desk Technician
HireUses Serviceaide to manage and prioritize support tickets, leveraging AI for faster issue resolution.
IT Service Manager
HireUtilizes Serviceaide's ChangeGear to oversee IT service processes and improve overall efficiency.
Customer Support Representative
HireEmploys Serviceaide's virtual agents to handle routine customer inquiries and provide self-service options.
IT Asset Manager
HireLeverages Serviceaide's ISM feature to track and manage IT assets across the organization.
Business Process Analyst
HireUses Serviceaide's AI tools to analyze and optimize business service management processes.
Note: This tool is designed to augment human capabilities, not fully replace jobs. The extent of its impact may vary based on specific job requirements and industry standards.
Pros & Cons
API
An API is available!
- REST API can be accessed using HTTP requests
- Authentication requires an AuthToken
- Available endpoints include Change Request, Contact, Group, Knowledge Article, Incident, OData, Organization, Problem, Service Catalog, Service Operations, Service Request, Ticket, Utility, and Worklog Controllers
- API uses HTTP methods (GET, POST, PUT, DELETE) and returns data in JSON or XML formats
- Rate limits are not explicitly mentioned
- Pricing information for API usage is not detailed
- No specific SDKs or libraries mentioned, but Swagger is recommended for API documentation and interaction
- API documentation can be accessed through Swagger UI
For Developers
API Availability
- Serviceaide provides REST APIs through its Intelligent Service Management (ISM) that allow developers to interact with its services.
- Developers can use Swagger to document and understand these APIs.
- Authentication requires an AuthToken, Slice token, Web service username, and Web service user password.
- Custom integrations may be possible through SDKs or libraries, but developers should contact Serviceaide support for more information.
- Pre-built connectors are available for various applications like Salesforce and ITSM systems.
- Luma, an AI-based product, enhances automation across the product portfolio.
- The Automation Orchestrator is a visual tool for automating processes and integrating systems.
Sources:
FAQs
How does Serviceaide's Luma AI handle complex, multi-step problems?
Serviceaide's Luma AI uses its advanced data synthesis capabilities, such as Luma CoPilot, to analyze and interpret information from various sources. This allows it to break down complex problems into manageable steps, providing users with actionable solutions and facilitating efficient workflows.
Can Serviceaide's AI solutions integrate with existing IT systems?
Yes, Serviceaide's AI solutions, including Luma, are designed to integrate seamlessly with existing IT systems. They use unified platforms that bring together essential tools for managing services, assets, and reports, making it easier for IT teams to focus on higher value-added tasks.
How does Serviceaide's AI improve the experience of remote teams?
Serviceaide's AI solutions, particularly Luma, optimize support interactions for remote teams by simplifying access to crucial information and providing an intuitive interface. This helps create a more pleasant and stimulating work environment, even for distributed teams.
Can users customize the AI-driven virtual agent to suit their specific needs?
Yes, Serviceaide's AI-driven virtual agent, such as Luma, is highly customizable. Users can tailor the modules and features to meet their specific service management requirements, ensuring that the solution aligns with their unique business processes.
How does Serviceaide's AI reduce the workload on human support analysts?
Serviceaide's AI solutions, including Luma, automate routine tasks and repetitive processes. This reduces the need for human analysts to handle trivial requests, allowing them to focus on more strategic and intellectually stimulating tasks. The AI also improves ticket categorization and assignment, eliminating unnecessary callbacks and reassignments.
What kind of support and training does Serviceaide offer for its AI tools?
Serviceaide provides comprehensive support and training resources to help users maximize the impact of their AI tools. Their checklist to activate AI tools and features offers a step-by-step roadmap for integrating and leveraging AI technologies within service management processes.
Licensing Information
*Last modified: October 24, 2024
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