AI productivity tools have undergone a dramatic evolution over recent years. ChatGPT hit the scene in 2022, and in only two years nearly 40% of the U.S. population (ages 18–64) were using generative AI.1 Today, AI is embedded across the most ubiquitous digital tools and platforms, while agentic AI is becoming ever more autonomous and powerful. From unified communications (UC) to cybersecurity, and the customer experience (CX) to remote work, AI productivity tools have transformed the world of work on every level.
In this article, we’ll focus specifically on AI tools for IT support. While the humble chatbot still has its place, there have been a number of AI advancements for IT support that are covered far less frequently than tools with broader applications. Read on to see the latest AI tools that can boost productivity, automate wide-ranging tasks, and lighten the workload of IT support teams of all shapes and sizes.
Traditional AI responds to prompts while adhering to predefined rules for responses. Agentic AI is a giant leap forward because it can perceive its environment, proactively solve open-ended problems, and make independent decisions along the way. In the realm of enterprise IT support, agentic AI platforms are able to autonomously select support tickets and execute resolutions through API calls to backend systems. Many organizations that provide IT support report impressive autonomous resolution rates and game changing ROI after implementing these solutions.
Moveworks is an agentic AI platform with applications across a number of industries. For enterprise IT support, Moveworks intercepts support tickets through a variety of channels, including Slack, Microsoft Teams, and ServiceNow. It then autonomously resolves up to 88% of those tickets using a multi-LLM reasoning engine that understands company-specific terminology, SOPs, and more than 100 languages.2
Moveworks Pros
Moveworks Cons
Traditional help desks for internal IT support have limited software access automation and ticketing system integration, coupled with basic knowledge-based answers. Leading platforms offer a similar solution as covered above with Moveworks, integrating agentic AI into workplace tools to provide detailed answers, troubleshooting steps, and automated workflows for common but prevalent problems like password resets. These solutions leverage advanced AI chatbots with intelligent ticket routing for both self-service and to route complex queries to the right team members.
Risotto is an AI powered help desk for internal IT support that offers conversational multi-step troubleshooting with automated workflow resolution capabilities. Utilizing integration with tools like Slack and Microsoft Teams, Risotto pushes queries it cannot resolve to human agents, learning from the subsequent resolutions to solve similar issues autonomously going forward.
Risotto Pros
Risotto Cons
Today’s leading AI-powered smart ticket management solutions for IT support combine automated ticket routing and categorization with predictive analytics and proactive support. Many of these act as ticket management, agent productivity and management tools, providing a range of employee-facing and support features along with suites of advanced analytics tools for team supervision and improvement.
Freshservice acts as a centralized ticketing system that automatically categorizes and prioritizes queries before routing them to the best agents for the task. Freshservice uses “Freddy AI” throughout its entire platform for automated workflows and resolution of basic issues like software access requests. Freshservice also features an AI assistant, “Freddy”, that provides conversational support to agents in order to assist with more complex troubleshooting tasks.
Freshservice Pros
Freshservice Cons
While we have focused more on the front-end aspects of IT support, AI-powered platforms can act as automated production engineers, identifying and resolving serious incidents without human intervention. These tools investigate incidents by querying systems, analyzing logs, and correlating data. They resolve the issues by using pre-approved workflows, such as clearing caches, scaling resources, or applying configuration changes.
Resolve offers automated end-to-end diagnosis and resolution of IT incidents. First, it monitors an organization’s entire tech stack—including monitoring tools, ticketing systems, and databases—for incidents. When one does occur, Resolve’s AI agent analyzes the data and executes diagnostic scripts to discover the root cause. Resolve is able to solve a wide variety of issues without human intervention, but when an IT expert is needed, they have all the information that they need to solve the issue as efficiently as possible.
Resolve Pros
Resolve Cons
AI tools for IT support have evolved way beyond the basic chatbot, offering teams of wide-ranging sizes powerful options to automate ticket resolution, streamline help desk operations, manage incidents proactively, and even resolve incidents without human intervention. Whether you’re an enterprise organization in need of an agentic platform like Moveworks, or a growing business seeking a help desk solution like Risotto, there’s no shortage of compelling options—and the ROI can be transformative.
That said, selecting the right tool for your organization’s size, tech stack, and support workflows is a complex endeavor, and even the best platform will underperform indefinitely with improper implementation. At IPC Tech, our experienced teams of engineers have helped organizations of all shapes and sizes navigate these decisions, cut through the complexity, and deploy AI solutions that deliver real results. If you’re not sure where to start, reach out to us—we’re ready to help.