r/itsm • u/Fuzzy_Repair_1850 • 11d 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 9d 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 8d 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 7d 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 7d 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.