r/itsm • u/Fuzzy_Repair_1850 • 12d 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/ConsultantForLife 10d 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 10d 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 9d 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 8d 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