Frequently Asked Questions

Why is your product different to other workflow and service desk products?

Two reasons. First, we offer true Enterprise Service Management (ESM) which means that we can support arbitrary workflows and it is cheap and easy to extend. Currently we support the following Service Management workflows: IT, Customer, HR, Facilities, Finance, Telco and Project Portfolio, with more in the pipeline. It’s quick and simple to add new workflows and the associated data tables and forms.

Secondly, we incorporate AI adaptive workflow technology throughout the whole platform. Most vendors have AI self-service chatbots, or you can buy them as 3rd party addons, but our research has shown that you can achieve 30% more productivity by combining this with back-end service desk AI automation.

What is adaptive transformation?

Previously, automating workflows required manual processes of business analysis, stakeholder consultation and tool consultants. Time to value was long, workflow transformation was expensive. With the AI platform watches how humans are doing repetitive tasks, learns the workflows, suggests solutions to service agents, and ultimately starts automating them. All without expensive consultants.

Do I have to replace my existing service desk in order to benefit from

No. We have a variety of deployment options that can interface with existing service desks. Although you will probably be less fond of your existing solution once you’ve experienced

How is your AI different from any number of front-end AI service agents?

The first thing to note is that Moveworks, AISera, Amelia, ServiceNow’s bot and any number of other self-service chatbots do great things with user- or customer-facing workflows.

Actually we also have a customer service agent and it also does a fine job.

However according to Forrester’s New Wave Chatbots for IT Operations 2020 you can expect these to deflect around 40% of incoming requests. Some vendors advertise much higher numbers. It depends a lot on the use case, but let’s go with 40%.

What about the other 60%? Well these make it through to the service desk and are handled by the same manual (though digital) means. So you’re just shifting left from Level 1 to Level 0, but otherwise leaving the back end untouched.

With, we apply AI not only to the front end self-service interactions, but also to the back-end service desk processes. We shift left from Level 3 all the way through to Level 0, and achieve much more efficiency. The result is a more efficient service desk, developers or technicians who get to spend time on their day job rather than dealing with tickets, faster customer service and delighted customers or users.

Is it hard to upgrade?

Almost everything you’d want to do with can be done at the level of configuration. This means it’s all stored in the database and is untouched by platform upgrades. Result – upgrades are easy and nothing breaks.

How easy is it to integrate with other systems?

Ten years ago integrations between management systems used to be complicated and costly.

XML, anyone?

These days with interfaces and protocols such as REST and SOAP it’s pretty straightforward. We’ve done interfaces in a single day. It kind of depends what you want to do, but rarely is it a big deal.

Besides, we've already got a library of integrations for identity, HRMIS, asset discovery, device administration etc etc. If we need to do a bit of plumbing for you it should be pretty straightforward.

Does it integrate with Slack?

Sure. Users and customers can chat with our chatbot Sofi through Slack, and get their problem resolved there. If needs be (Slack doesn't do forms as well as the portal) they can be directed to the portal to collect more data or retrieve knowledge articles.