AI for IT service desk
Reduce service desk tickets, boost employee self-service
and improve agent productivity with Aisera’s AI service desk.
About the company
NJ Transit is a state-owned public transportation system that serves the U.S. state of New Jersey and portions of the states of New York and Pennsylvania.
Headquarters
Newark, New Jersey
United States
Industry
Transportation
Customer since
2020
Customer story
80%
Auto-resolution
rate
60%
Improved
agent productivity
<1min
Average
resolution time
Reduce costs by automating IT processes
Drive efficiency with an AI service desk that automates routine tasks and repetitive workflows, allowing IT teams to handle more requests and focus on strategic initiatives.
Maximize employee productivity & efficiency
Empower employees with real-time self-service 24/7 and proactive responses. AI agents assist in decision-making to help employees navigate IT processes with ease.
Reduce MTTR with autonomous support
Resolve IT requests in seconds and reduce MTTR with Agent Assist. Surface articles, recommend next steps, and automate resolutions to boost efficiency.
Industry’s most awarded
agentic AI platform
Gartner® Magic Quadrant™ for Artificial Intelligence
Applications in IT Service Management
Aisera addresses a wide set of AI applications in ITSM use cases within its offering. Customers can leverage Aisera’s proprietary LLM or bring their own models and use the LLM Studio to tune them with their own knowledge and ITSM data.
The Forrester Wave™: Conversational AI
Platforms for Employee Services
The strength of Aisera’s current offering comes from its variety of functionality, with strong support across agent augmentation, automation facilities, prebuilt assets, automated workflow development…
IDC MarketScape: Worldwide Conversational AI Software
Generative AI is game-changing for conversational AI, and Aisera’s conversational AI platform is making heavy use of generative AI to help organizations quickly create and deploy conversational AI solutions that meet a variety of needs both internally and externally.
Aisera’s Gen-AI-centric tech stack serves as
an example of a Gen-AI native IT architecture
Aisera is a Gen-AI native company focusing on providing Gen-AI based solutions for, amongst other things, IT, HR, and customer service. Given their skew towards being a Gen-AI native company, this exhibit could illustrate how future tech stacks for companies could look.
Scale IT support to
meet every demand
with AI service desk
TICKET & SERVICE MANAGEMENT
Provide 24/7 technical support with an AI service desk while effortlessly deflecting requests, auto-resolving tickets, and handling complex tasks.
FILE SHARING & USER LOOKUPS
Boost collaboration and efficiency by streamlining file sharing across different platforms.
APPLICATION SOFTWARE ACCESS & MANAGEMENT
Automatically provision and access software and apps with an AI service desk.
ENDPOINT & END USER SERVICES
Automate endpoint setup and troubleshooting, enforce compliance, and provide proactive device maintenance.
USER ACCESS & SECURITY MANAGEMENT
Streamline password resets, MFA requests, compliance, training, and more without additional human intervention.
NETWORKING SERVICES
Enhance service reliability and reduce manual intervention by automating network configuration and troubleshooting.
AI service desk FAQs
What is the role of a service desk?
- A service desk focuses on various ITSM activities critical for enabling high quality service delivery. Centralized and efficient, it streamlines operations and removes repetitive tasks, enabling standardized processes to meet customer needs effectively.
What is AI Service Management?
- An Artificial Intelligence help desk or service desk utilizes Generative AI and automation into traditional IT Service Management (ITSM) processes to enhance the efficiency, effectiveness, and responsiveness of IT service delivery. This can be applied to various aspects of ITSM, including incident management, problem management, change management, service request fulfillment, and more.
What is the difference between helpdesk and service desk?
- The key distinction between help desk and service desk is in their focus. The IT helpdesk caters to individual user queries and ticket resolution, while the IT service desk serves as a contact point for service requests, problem management and integrated business process support. Read the help desk vs service desk article to learn more.
What software is used for IT help desk?
- Software platforms such as ServiceNow, Zoho Desk, Freshdesk, BMC, Cherwell, and others efficiently organize requests and inquiries as tickets for support agents. They streamline support processes using workflows and automation, enhancing overall efficiency.
