Story image

Ivanti releases new cloud AI bot app for service management

05 Apr 18

Ivanti has released a new cloud-delivered artificial intelligence (AI) application for service management.

With Hub and Bot capabilities, Ivanti’s new app delivers an intelligent virtual support agent (VSA) that’s contextual and conversational and fully integrated with the overall service management workflow.

The platform is automated to minimise help and service desk resource engagement.

Ivanti’s senior product director, Ian Aitchison, says with AI-powered consumer solutions such as Siri and Alexa permeating our lives, users in today's digital business have high expectations when it comes to computing self-service.  

"With the release of our innovative Hub and Bot app, we're delivering a game-changing self-service experience for the modern business-user, with conversational and interactive self-service options that put action and answers right into the hands of users, in the way they want them."

The Ivanti Hub offers an intelligent, local support presence for employees to get help, find information, and manage their assets, all powered by AI and automation.

With the Ivanti Bot, users interact with conversational AI inside the Hub, typing or speaking, to drive automated self-service fulfillment activities. The Ivanti Hub and Bot app is available for Windows and Mac systems, iPhone and Android mobile devices.

Aitchison adds, "Gartner has predicted that by 2020, 25% of customer service and support operations will integrate VSA technology across engagement channels, up from less than 2% in 2015.”

“We are already seeing very good progress with developments in virtual support agents (VSAs). VSAs typically are virtual assistants that provide support to the IT service management process alongside the IT service desk.”

“They provide information to common questions and also have chatbotlike features."

Ivanti Service Manager: Help Desk Essentials, released today, provides pre-built and instantly available help desk capabilities from the cloud.

It is a pre-packaged offering, based on Ivanti's proven service management solution. It is also well-suited for those needing to get up and running quickly, for example, to replace an existing ITSM tool before the cloud service is cut, or where a rapid time to live operation is critical for business success.

Ivanti Hub and Bot app is available now for users of Ivanti Service Manager: Help Desk Essentials, and will extend to all Ivanti Service Manager Cloud customers across 2018.

Dimension Data nabs three Cisco partner awards
Cisco announced the awards, including APJ Partner of the Year, at a global awards reception during its annual partner conference.
WatchGuard’s eight (terrifying) 2019 security predictions
The next evolution of ransomware, escalating nation-state attacks, biometric hacking, Wi-Fi protocol security, and Die Hard fiction becomes reality.
Rimini Street hits NZ shores with new subsidiary
The third-party support provider for Oracle and SAP has opened a new Auckland-based office and appointed Sean Jones as NZ senior account executive.
Why the adoption of SAP is growing among SMEs
Small and medium scale enterprises are emerging as lucrative end users for SAP.
Exclusive: How the separation of Amazon and AWS could affect the cloud market
"Amazon Web Services is one of the rare companies that can be a market leader but remain ruthlessly innovative and agile."
HPE extends cloud-based AI tool InfoSight to servers
HPE asserts it is a big deal as the system can drive down operating costs, plug disruptive performance gaps, and free up time to allow IT staff to innovate.
Digital Realty opens new AU data centre – and announces another one
On the day that Digital Realty cut the ribbon for its new Sydney data centre, it revealed that it will soon begin developing another one.
A roadmap to AI project success
Five keys preparation tasks, and eight implementation elements to keep in mind when developing and implementing an AI service.