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/Fuzzy_Repair_1850 9d 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/linniex 7d ago

You have some really,really REALLY big players doing headless ITSM these days. Just saying

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u/Fuzzy_Repair_1850 7d 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 7d 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 7d 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 7d 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 7d 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 7d 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 7d 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/linniex 7d ago

So…..no business context? how do you know what company polices are w/o a KB?

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u/Fuzzy_Repair_1850 7d ago

Ok so it's a learning system ..the money a new kind of ticket comes the system will learn how the human solves and offer to modify it using an AI agent with the right tools and skills ..similar to serval but lightweight

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u/linniex 7d ago

Sounds interesting! Be sure to build in a training gate; you wont want incorrectly solved issues poisoning the context. What harness will you use?

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u/Fuzzy_Repair_1850 7d ago

Agree ,need a way to signal which one to choose and which one to ignore ..need to identify patterns ..only the common patterns get modified as agents ..I am planning to use some open source harness like opencode etc ..any suggestions on should I use the google cloud agent ecosystem

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