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90%
SHG is enhancing its existing AI engine to increase its capabilities, with a goal of handling 90% of support tickets.
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SHG SOLUTIONS
Helpdesk AI – Intelligent Support as a Service
Helpdesk AI transforms IT support by combining automation, natural language processing, and self-service capabilities. It reduces manual workload, accelerates ticket resolution, and improves employee experience while continuously learning and evolving.
SHG SOLUTIONS
How It Works
Helpdesk AI connects with your existing ITSM and ticketing systems to automate support at scale.
Integrates with platforms like ServiceNow, Jira, or Zendesk to capture tickets, chat logs, and knowledge base content.
Data Ingestion
AI Engine
Automation Layer
Escalation Management
Learning Loop
SHG SOLUTIONS
How It Works
Helpdesk AI connects with your existing ITSM and ticketing systems to automate support at scale.
Data Ingestion
Integrates with platforms like ServiceNow, Jira, or Zendesk to capture tickets, chat logs, and knowledge base content.
AI Engine
Uses NLP and intent recognition to understand issues and recommend solutions.
Automation Layer
Resolves common requests such as password resets, access management, and FAQs without human intervention.
Escalation Management
Routes unresolved issues to human agents with full context for faster resolution.
Learning Loop
Continuously improves through feedback and confirmed resolutions.
Business Value
Helpdesk AI goes beyond ticket management—it enables intelligent, scalable IT support.
Reduced Ticket Volume
Lower Operational Costs
Improved Employee Experience
Strategic Focus
Scalable Knowledge Base
Integration Ecosystem
User Information & Authentication Systems
Helpdesk AI integrates with your identity and access management tools to authenticate users and validate requests. This ensures that password resets, access provisioning, and user-specific resolutions are executed securely and automatically, without manual intervention.
Ticketing Systems (ServiceNow, Jira, Zendesk, etc.)
The platform connects directly with leading ITSM and ticketing systems, ingesting tickets, incident logs, and service requests in real time. By working within the tools your teams already use, Helpdesk AI provides seamless automation without disrupting existing workflows.
User Interaction Layer (Chat, Email, Portal)
Employees can interact with Helpdesk AI through their preferred channels—chatbots, email, or self-service portals. The system understands natural language requests, provides instant answers, and executes automated workflows, offering consistent 24/7 support across communication platforms.
Knowledge Bases & Documentation Repositories
Helpdesk AI leverages your existing documentation, FAQs, and knowledge base articles to deliver accurate, context-rich responses. With each resolved ticket and confirmed answer, the knowledge base expands and evolves, creating a self-improving system that gets smarter over time.
Real-World Impact of Helpdesk AI
Answers to the most common questions about AI-powered IT support, automation, and integration.
Transforming Support Systems for a Major New York Cancer Center with an AI Helpdesk Aiming to Handle 90% of Tickets
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FAQ
Helpdesk AI FAQs
Answers to the most common questions about AI-powered IT support, automation, and integration.
What is Helpdesk AI?
Helpdesk AI is an AI-powered service that automates IT support by resolving tickets faster, reducing manual workload, and improving employee productivity. It integrates with tools like ServiceNow, Jira, and Zendesk to streamline support operations.
How does Helpdesk AI work?
The platform ingests tickets, chat logs, and knowledge base content, uses natural language processing (NLP) to understand issues, and resolves common requests automatically. Complex cases are escalated to human agents with full context for faster resolution.
What are the main benefits of Helpdesk AI?
Key benefits include lower operational costs, reduced ticket volume, faster resolutions, improved employee experience, and continuous learning that makes the system smarter over time.
Can Helpdesk AI integrate with my existing ITSM tools?
Yes. Helpdesk AI works seamlessly with ServiceNow, Jira, Zendesk, and other ITSM platforms, ensuring smooth integration into your existing workflows without major disruptions.
What types of requests can Helpdesk AI resolve automatically?
The system can handle common issues like password resets, account unlocks, access requests, FAQs, and software installation requests—all without human intervention.
Is Helpdesk AI secure?
Yes. Helpdesk AI connects with your authentication and identity management systems, ensuring that every automated resolution—such as access provisioning—is executed securely and in compliance with company policies.
How does Helpdesk AI improve over time?
The platform features a continuous learning loop, meaning it learns from analyst feedback and resolved tickets, refining its accuracy and response quality with every interaction.
Does Helpdesk AI support 24/7 IT assistance?
Yes. Helpdesk AI provides round-the-clock support through chat, email, and self-service portals, ensuring employees get instant help at any time.
How fast can Helpdesk AI be deployed?
Most organizations can integrate and start seeing results within weeks. Because Helpdesk AI is SaaS-based, deployment is quick, scalable, and requires minimal setup effort.
Who should use Helpdesk AI?
Helpdesk AI is designed for enterprises, mid-market businesses, and IT teams that want to reduce repetitive manual work, improve service desk efficiency, and deliver better employee experiences.
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