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Main benefits

Save up to 7 hours per week on routine tasks

Easier assessment of risks and area outages

Improved end-user satisfaction

About OVANET

When a user submits a new ticket, the system automatically evaluates its service assignment. If there's a risk of misassignment, it alerts the agent and suggests the correct service. The agent can then easily forward the ticket, ensuring it is handled by the right team in a timely manner (SLA).

Challenge

As the number of end-users grew, the demand for efficient and rapid resolution of service tickets escalated. The primary challenges included: 

  • Misassigned tickets: Incorrect service selection by users led to misrouted tickets, requiring time-consuming reassignments. 

  • Time-consuming solution searches: Repeated incidents required significant time for the support team to find all the relevant information. 

  • Incomplete ticket information: Vague problem descriptions required service desk staff to spend additional time gathering necessary details. 

  • Major incident identification: Determining widespread outages required ample information from various sources, essential for timely and accurate major incident identification. 

  • Long communication threads: Reading through extensive ticket communication wasted valuable time, especially when multiple teams were involved. 


Leveraging ALVAO’s AI Assistant to work smarter 

Quick classification and assignment 

When a user submits a new ticket, the system automatically evaluates its service assignment. If there's a risk of misassignment, it alerts the agent and suggests the correct service. The agent can then easily forward the ticket, ensuring it is handled by the right team in a timely manner (SLA). 

Easier incident identification 

Identifying the root cause of reported incidents was usually time-consuming task. The AI-powered assistant evaluates large volumes of data and summarises it for agents, allowing them to focus on resolution. Key functions include: 

  • Ticket analysis: AI Assistant alerts an agent about similar tickets reported within the last 48 hours, helping identify potential correlations. 
  • Major incident risk assessment: Based on open tickets and other attributes, AI Assistant calculates the likelihood of a major incident, aiding in priority setting and crisis plan activation if needed. 
  • Configuration items analysis: AI Assistant automatically examines recent changes (e.g.software updates) that might affect configuration items health, saving agents time otherwise spent on manual checks. 
  • Automatic information retrieval: AI Assistant provides additional information even when user-reported descriptions are sparse, assisting in ticket resolution. 

 

ALVAO AI Assistant uses Azure OpenAI to deliver state-of-the-art artificial intelligence. The users’ data is never used for other purposes, ensuring data privacy and security.


Efficient ticket and incident management 

The AI Assistant acts as an intelligent co-pilot for ticket resolution, providing agents with: 

  • Knowledge base articles: Offering guidance and additional information that would otherwise require manual searching. 
  • Solution suggestions: Enabling agents to resolve customers' issues quickly and efficiently, ensuring a smooth and satisfying support experience. 
  • Similar resolved tickets: Providing a list of resolved tickets with high similarity, which may include guidance and advice on how to resolve the current ticket effectively. 


Ticket summary in the blink of an eye  

When a service desk agent needs to escalate an issue (e.g., to L2), the ticket often contains extensive communication that previously required manual review. Now, the L2 colleagues can quickly obtain a summary of the communication, gaining essential insights without wasting time reading through all exchanges. 

“With ALVAO's AI Assistant, we have all the necessary information available with a single click, allowing us to resolve tickets much more efficiently and quickly, which positively impacts our end-user satisfaction.” - Marek Kanak, Head of IT Support

Conclusion 

The ALVAO AI-powered assistant has enabled the IT team to be more proactive and efficient, allowing them to respond swiftly to issues before they impact customers' businesses. This success is largely due to the well-prepared data from the configuration management database (CMDB) and knowledge base. Additionally, OVANET has partnered with ALVAO in developing new AI Assistant features to maximise business value in the future.