Advanced Service Desk
Automation for help desk and customer care services.
SDE
Advanced Service Desk services with integrated Artificial Intelligence.
In today’s environment, the Service Desk has become an essential component of enterprise services. By nature, it is a continuously evolving service, increasingly focused on efficiency, automation, and user-centricity — capable of adapting to growing user expectations and the challenges of modern IT environments.
Within this constantly evolving landscape, and in line with market needs and technological evolution, we offer SDE: the Advanced Service Desk portal enhanced and optimized through Artificial Intelligence.
Leveraging this service means improving operational efficiency, user experience and satisfaction, as well as resource management.
Key Features
The next step in Service Desk evolution
Automatic analysis and classification of requests.
Thanks to our extensive experience in the Contact Center sector, we have built over time a knowledge base capable of automatically categorizing typical service desk requests.
Automated handling of informational and technical requests.
Our SDE portal leverages AI engines to automate request management by identifying low-value-added activities that can be handled through AI-driven processes, optimizing time and resources.
Automatic ticket routing to specialized workgroups.
Thanks to AI, SDE identifies request topics and automatically routes them to the most suitable workgroups, ensuring targeted and efficient handling of every request.
Benefits
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Reduction of manual activities;
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Targeted and efficient management;
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Reduction of direct labor costs;
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Improved Customer Satisfaction;
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Guaranteed SLA compliance.
Use cases
Efficiency and Intelligence
Objective
For a major industrial group operating in the Defense sector, we evolved the traditional Technical Service Desk by introducing Kairos and integrating it with advanced Service Desk solutions. We provide support across two levels: from immediate technical assistance for standard issues to specialized routing for more complex cases.
The key innovation lies in the integration of Kairos with platforms such as ServiceNow and the use of Artificial Intelligence modules for predictive ticket analysis.
This synergy enables us not only to manage the entire lifecycle of support requests, but also to significantly reduce classification and assignment times. Through proactive SLA monitoring and process automation, we improve operational continuity and user experience within a highly critical environment.
Other solutions
Kairos
Proactive monitoring of tickets and SLAs.
Lyra
The AI-based virtual assistant for Knowledge Management.
Our Industries
FAQ
La gestione automatizzata e precisa delle richieste garantisce il rispetto degli SLA (Service Level Agreement) concordati, migliorando l'affidabilità del servizio. Dal punto di vista dell'utente finale, questo significa risposte più veloci e pertinenti, portando a un netto miglioramento della Customer Satisfaction.
Sulla base di questa analisi istantanea, il ticket viene smistato automaticamente al gruppo di lavoro specializzato più idoneo.