Azure AI for USM

Overview

Azure AI for USM – INCIDENT AND SERVICE REQUEST MANAGEMENT EMPOWERED BY AI proving you with following benefits. Highly effective processing of your tickets. It also minimize processing time and build a well-founded knowledge base documentation. The solution gives customers full control over their data location. Customer data will not leave the customer environment.

Efficiency is a priority when processing tickets and their further progression, both to minimize processing time and to ensure high-quality data output. These enable the creation of a well-founded knowledge base.

1. Extract text from screenshots and paste it into predefined fields (URL address, username, user email, etc.),
2. Classify and prioritize tickets,
3. Provide a clear summary of the entire ticket history,
4. Use tickets to generate high-quality content for your Build knowledge base

The solution includes several valuable components.

Azure AI Screenshot Insight reads text from images (e.g. screenshots). It can handle any kind of writing and multiple languages. It also identifies relevant entities in the text like persons, email addresses, products etc. This information can be used later in the ticket classification and assignment of services, CIs or users. The solution provides you with following benefits: avoidance of mistakes by retyping, identification of relevant entities (URLs, CIs etc.), saving of time for service desk users.

Azure AI Ticket Prediction allow you to predict ticket class, ticket type, categories, and impact/urgency. It enhances efficiency - automate the ticket management process and enable teams to focus their energy on more strategic tasks. Accuracy improving and error reducing lead to the optimize resource allocation for maximum your effectiveness.

Azure AI Ticket Summary automates the process, saving you valuable time and resources. No matter what language your ticket is in, our solution understands it all. From German to English to Czech, it comprehends mixed languages effortlessly. Azure AI Ticket Summary presents the summary in the language users understand best, enhancing the experience.

Azure AI KB Creator will help you when a solved ticket is marked as a candidate for a KB document the AI KB Creator can generate appropriate knowledge base documents in all used languages. The created KB document is based on the original ticket description, solution description and all relevant information from the processing (it uses Azure AI Ticket Summary).

Integration

Integrated into USM Incident Management and USM Knowledge Manager.

Can be integrated into other modules with customizing.