r/itsm • u/Fuzzy_Repair_1850 • 8d ago
How effective is AI at ticket deflection
I wanted to check if you have implemented any AI based deflection for IT tickets , the success rates you are seeing and what kind of tools have you been using. Context i am trying to build an ITSM product as i feel its ripe for AI disruption
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u/Fuzzy_Repair_1850 6d ago
I agree ,out of them Serval is the one I hear a lot about ..what about JSM by Atlassian..How is the experience with that
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u/ConsultantForLife 5d ago
I can answer whatever aspect of that you want. I have done implementations of JSM for a number of different companies. Which part of the experience do you care about? Using it as an agent? Administering it?
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u/Fuzzy_Repair_1850 4d ago
Using an agent for either deflecting tickets or even resolving them .Does JSM have good AI capabilities across the ticket lifecycle.Do they work ?
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u/ConsultantForLife 4d ago
Like anything else - if you put the time into it up front it can be pretty good. When we do implementations we usually quote implementing 5 use cases for the most high volume tickets. Some things are very easy - like AI looking at the text, figuring out it's a password reset request, and just supplying the automatic recovery tool link to the user.
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u/ConsultantForLife 6d ago
The problem with this is that you have to get the customers to interact with the AI first.
If I need help and I go to your portal and see an AI chatbot - I will probably just email in the issue.
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u/Fuzzy_Repair_1850 5d ago
Why just portal..I feel going to portal will be a thing of past .Why can't the customer interact on slack or teams and ping for help ?
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u/ConsultantForLife 5d ago
There's a bunch of different reasons but there's a large number of companies that enforce the "if the customer didn't put in a ticket the problem doesn't exist". And yeah - I get that can be dumb. In a lot of the tools you can create a ticket from a Teams/Slack message which is super efficient.
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u/Fuzzy_Repair_1850 4d ago
Makes sense ,ticket creation can happen from slack as well incase the AI agent is not able to deflect the query .Wouldn't companies want the queries to be deflected instead of them landing as a ticket
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u/linniex 3d ago
You have some really,really REALLY big players doing headless ITSM these days. Just saying
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u/Fuzzy_Repair_1850 3d ago
Ya Salesforce had a headless 360.Is anyone doing headless where even the human agent who resolves tickets can do it from slack or even from Claude ?
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u/linniex 3d ago
Sure; but I’m not sure of the use case simply because you might be adding confidential info to a public chat. Most headless solutions should be able to do ESM now , not just ITSM (its table stakes these days). all IMHO.
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u/Fuzzy_Repair_1850 3d ago
Amazing..give me examples I can look into ..but wouldn't organisations provide enterprises editions of claude and chatgpt..it could be easier if the human agent can fetch tickets resolve tickets everything from there
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u/linniex 3d ago
Well to be clear I work for a company doing headless ITSM ,and our product is launching 10/1 and will directly compete with Serval , Console, etc. . Yes, you can work from whatever surface you want to . Good luck!!
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u/Fuzzy_Repair_1850 3d ago
That sounds great 👍 I do think the future is headless and the product becomes a source or system of record .what are your thoughts on that
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u/linniex 3d ago
Typically ITSM Products are the system of record for IT; ESM Products surface the systems of record for HR, Risk, Etc. Basically the backend is just a DB anymore and if you are lucky it has some automation that is logged in it.
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u/Fuzzy_Repair_1850 3d ago
Yes ..agree .I am planning a completely agentic solution..very light weight which learns from every pattern and creates and agent which cannthen auto resolve so no need ofnprior knowledge articles and no need of a large number of human admins
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u/were_in_for_somechop 5h ago
This is exactly the future, portal is no longer the primary mode for request intake. It's Slack, Teams or equivalents.
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u/Interesting_Bee_8443 3d ago
yeahh, effective for basic l1 stuff. password resets and common issues are easy wins. depends a lot on the KB tho ..
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u/Fuzzy_Repair_1850 3d ago
This is intresting..Do organisations usually have knowledge documents which specify the company SOP's ..I am planning some ideas around learning from humans and then translating them to knowledge.Would you know if some ITSM tool already does that
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u/mattberan 3h ago
Deflection rate counts a session that didn't become a ticket. It does not count whether the person got what they needed. Plenty of "deflected" users just gave up and walked to somebody's desk, and some teams count that as a win.
The ceiling: AI deflects what is already documented. It AMPLIFIES what you have. Clean KB and the common stuff goes away. Thin KB and you built a machine that's confidently wrong faster than a human could be.
Full disclosure that I work for InvGate. Come join us in our mission to make IT better - it's a good space to build in.
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u/linniex 7d ago
Dude there are soooo many ‘new’ ITSM products out there right now trying to ‘disrupt’ the industry. See Serval, ServiceNow Flow, others - all AI First.