Incident Management

AI helps IT and operations teams collect incident context, identify patterns, and prepare or surface next steps for faster handling of service and security incidents.

Business impact

• IT tickets resolved automatically — Broadcom reports that 38% of IT tickets were resolved automatically.
• User requests resolved within one minute — Autodesk’s Slack customer story reports 45% of user requests resolved within one minute.
• Agentforce prompts processed — Salesforce reports more than 44,000 prompts processed.

Data requirements

• Incident tickets (text) — Used to collect incident details, find patterns, and generate summaries or recommendations.
• Operational issue and alert information (text) — Used to detect incidents and support triage or remediation.
• Knowledge resources and response playbooks (text) — Used to retrieve relevant response steps for engineers.

AI methods and techniques

• Natural language processing — Used in support chat and ticket workflows to understand requests and help route or resolve them.
• Machine learning — Used to identify recurring patterns and quick fixes in ticket data and to support incident classification or triage.
• Generative triage assistance — Used to surface recommendations or summaries from enriched incident information for human review.
• Automated remediation — Used in the self-healing framework to detect and automatically fix operational issues.

Industries

Real-world evidence

9 documented case studies on record.

Companies using this: Accenture, Adobe, Airbnb, Autodesk, Broadcom, Oracle, Salesforce, Atos SE, Telecom Argentina.