Embedded GenAI

Empower your team with AI-driven support that boosts service delivery and efficiency with our IT AI platform. Servicely’s built-in GenAI works across the board to enhance every interaction, streamlining processes and accelerating resolutions.

harness the power of embedded gen AI across your Service management processes

Servicely enhances human expertise, driving smarter, more efficient outcomes across your organisation. Built from the ground up with AI at its core and seamlessly integrated into every facet of the platform, our AI platform empowers both end-users and agents . With Generative AI serving as the cornerstone of our capabilities, Servicely will not only accelerate your service delivery but also empower your teams to reach their highest potential, driving transformative results across your organisation.

enhance human expertise

By augmenting human capabilities, our AI drives smarter and faster decision-making, improving productivity across your organisation. 

elevate service delivery

Integrating AI into service processes streamlines operations, leading to faster, more efficient service and higher-quality outcomes.

Empower Your entire organisation with Embedded Generative AI

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60%

of requests/tickets can be resolved with self-service AI

40%

increase in service team productivity

300%

reduction in service management total cost of ownership

Resolve requests 24/7 with our aI virtual agent

Empower your end-users and customers to resolve requests anytime with our AI virtual agent. Delivering seamless, around-the-clock self-service, it accelerates resolution with personalised recommendations for knowledge articles and service catalog items. By reducing the workload for your service agents, users can unlock greater efficiency and elevate their customer experience.

Augment your service agents skills with a powerful aI-Copilot

Servicely’s powerful AI-Copilot enhances how your service agents respond to and resolve tickets, working autonomously and as directed to elevate every aspect of service delivery. It instantly surfaces critical information, classifies and routes requests, and enhances your agents’ expertise, driving faster, more efficient resolutions. By supporting agents, the AI-Copilot elevates the way agents respond to and resolve tickets, improving service outcomes across the board.

Enhance your service experience

With so many small tasks to juggle—like communicating with customers and logging actions and activity against tickets—agents often find themselves moving fast to maintain service performance. Generative AI helps streamline these tasks, from refining emails to generating clear concise ticket summaries. With automated revisions and easy-to-read, auditable tickets, your team can focus on what really matters—delivering outstanding service.

Increase the accuracy of your AI with retrieval-augmented generation

Servicely’s Retrieval-Augmented Generation (RAG) boosts AI accuracy by enabling it to access a powerful knowledge base beyond its training data. Without RAG, AI may struggle with specific details, like internal policies, leading to inaccurate responses. But with RAG, Servicely’s AI effortlessly taps into your enterprise’s knowledge, retrieving relevant data in real-time to provide precise, context-aware support. Whether it’s a virtual agent response or co-piloting tickets, RAG ensures your AI delivers the most accurate, tailored answers, driving efficiency and improving outcomes.

Complete your knowledge base without the hassle

The more comprehensive your knowledge base, the smarter and more accurate your AI becomes. Let Servicely’s Generative AI help by identifying knowledge gaps and drafting articles based on user queries and feedback, empowering you to quickly and seamlessly build out a detailed, relevant resource without the extra effort.

deliver a powerful omnichannel experience

Engage with your customers and end-users on their preferred platforms—whether it’s email, MS Teams, Slack, or WhatsApp. Servicely provides a comprehensive omnichannel approach to ticket logging, allowing users to interact with the AI virtual agent seamlessly across their preferred channels, with the flexibility to add more platforms through our robust API.

boost service delivery and efficiency with servicely’s Embedded gen-AI

Choose from a range of LLMs or incorporate your own

Easily integrate the best AI models for your needs, or customise with your own

AI that gets smarter and more specific over time

Your AI evolves with every interaction, becoming a more tailored and powerful tool for your business needs.

Automate classification, incident summaries, and communication

Effortlessly streamline workflows by automating key tasks like ticket classification, summaries, and customer communications.

How servicely’s Embedded GenAI accelerates your service management

Servicely's Embedded Generative AI enhances service delivery by providing instant, accurate support through AI-driven virtual agents and copilots. It streamlines workflows by automating repetitive tasks, such as incident summaries, ticket classification, and communications, improving agent productivity and customer satisfaction. With continuous learning and Retrieval-Augmented Generation analysis, the AI becomes smarter over time, delivering more specific and relevant answers based on your organisation's knowledge base.

I still can’t believe how lucky we were to discover and switch to Servicely. When moving from our previous ITSM from a major provider, I didn’t think we’d be able to find a replacement for a reasonable price that had the same functionality - ability to handle our service catalogue, new user onboarding and offboarding and CMDB discovery integration. The team at Servicely not only achieved this goal, but got us setup in just 6 weeks.

Platforms Manager

Large Local Council Municipality

Servicely has been absolutely transformational for our customer service management. We were previously using a major tool that, despite the price tag, wasn’t capable of fulfilling our needs. We’ve been able to reduce our platform costs by 73% and service management costs by 40%, while increasing our level of service and gaining a new self-service portal for our customers.

GM of Technology

Telecommunications Service Provider serving 150,000+ customers

Working with Servicely to implement our new ITSM solution has been a resounding success, streamlining our processes and significantly enhancing our operational efficiency since moving on from our legacy on-prem solution. The introduction of the self-service portal has empowered our customers, making interactions more efficient and accessible, while the AI features have enabled our support team to proactively address issues with greater precision and speed.

Alem Ceric

Service Desk Leader

Hassell

I had thought that service desk tools were all much the same, but I was initially astonished and later delighted about how easy Servicely is to use, and how effective and transitioning manual workflows to automation. I had some trepidation about whether our customers would embrace the self-service portal, but it is proving very popular.

Ian Parkin

CEO

24x7 Solutions

Servicely has enabled us to integrate all our significant enterprise services under one pane of glass. I was surprised and delighted to learn that we could apply the same speed, accuracy and user experience to our customer service processes as well.

VP IT Operations

Healthcare Provider with 350+ Sites & 4,000+ Employees

For us Servicely has been an excellent upgrade. With Servicely we can integrate into our environment and do service desk the way we want to do it, rather than getting locked into a rigid ecosystem.

Brian Levitt

CIO

Horzion House Aged Care

Overall Servicely has very good automation capabilities, and definitely serves the purpose for self-help. It is also much more cost-effective than other options we looked at. The implementation approach was very flexible. We had a very positive experience dealing with Servicely.

Max Wang

Head of Assurance and Service Management

Servicestream

Servicely was simple to integrate and effective from the get-go. It brought us a lot of efficiencies, and definitely helped us reduce costs. The Servicely team have been great, easy to work with, and super responsive.

Shawn Sellar

Head of Service Delivery

News Ltd Australia

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FAQs

What is Generative AI?

Generative AI (or GenAI) is a type of artificial intelligence (AI) that can create (or generate) original content in response to user prompts. The types of content that generative AI can produce varies, and may include text, images, videos, or other forms of data.

GenAI uses machine learning models containing vast amounts of data to train the AI on how it should respond to prompts and create content.

What can Servicely’s Generative AI do?

Servicely’s generative AI operates natively on the platform and can perform a wide range of tasks.

As a 24/7 virtual agent, it can answer users’ questions, surface information (including knowledge articles, policies and other documents), carry out actions to resolve common issues (e.g. resetting passwords, unlocking sessions, setting up guest Wi-Fi), create tickets from unresolved interactions and more.

As a copilot to your service agents, Servicely’s AI can classify and route tickets appropriately, recommend remediations to incidents, create ticket summaries, and draft communications to end-users.

In addition to it’s virtual agent and copilot functions, Servicely’s AI can also perform tasks like drafting knowledge articles from identified gaps in the knowledge base, pulling from available data on platform and externally to draft articles.

What LLMs are available in Servicely? Can I use my own custom Large Language Models (LLMs)?

Servicely supports integration with a range of large language models (LLMs), including those hosted within the same AWS region as the Servicely instance. Some commonly used LLMs include ChatGPT and Claude.

In addition to AWS-hosted models, Servicely’s flexible architecture allows customers to connect with LLMs hosted on other cloud platforms, such as Azure or GCP, accommodating a diverse array of AI providers to suit specific enterprise requirements.

Yes, customers can integrate Servicely with their own secure LLM’s models if required.

How can users engage with Servicely’s AI virtual agent?

Servicely takes an omnichannel approach to engaging with our AI. Users can engage with the virtual agent from within the Servicely platform, or via a range of integratable applications, including Microsoft Teams, Slack, and WhatsApp.

How much data is required for Servicely’s AI to start working?

Servicely was born in the age of artificial intelligence, continuously enhancing its capabilities by analysing the techniques your top-performing agents use to resolve tickets and manage tasks. This process generates a rich data set that fuels the system’s learning, enabling it to suggest the most effective next steps based on past interactions.

The system's recommendations are driven by the volume and nature of data it has processed. This includes factors such as the frequency of similar issues, the consistency of resolution steps, and the overall occurrence of comparable incidents. As a result, Servicely adapts and becomes more proficient over time.

Most customers begin to see tangible improvements within the first few weeks as Servicely progressively refines its understanding and decision-making abilities, leading to continually enhanced performance and efficiency.

What is Retrieval Augmented Generation (RAG) and how does it work in Servicely?

Retrieval-Augmented Generation (RAG) is the process of enhancing the accuracy and reliability of the output of generative AI model by having the AI refer to an authoritative knowledge base outside of it’s training data sources before it generates a response.

RAG helps fill gaps in an LLM by giving the AI access to deeper knowledge on a current or more specific topic.

For example, a LLM without RAG doesn’t know the specific terms of your internal policies, and if a user requested information on their policy-specified entitlements, it wouldn’t be able to answer accurately.

With RAG, Servicely’s AI within your instance has access to your enterprise-specific information, and can refer to and surface this information within the virtual agent, while copiloting tickets, and in a wide range of actions.

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