Symphony SummitAI announced the latest version of its flagship product suite, SummitAI Alps. This release includes enhanced AI capabilities and other new innovative features to deliver intelligent, round-the-clock service desk functionality while reducing cost and complexity.
@SymphonySummit Reveals Enhanced #AI Capabilities and Other New #ITSM Features with SummitAI Alps
The new features in SummitAI Alps’ ITIL-certified modular suite are designed to help customers unleash productivity, accelerate business outcomes and deliver up to 45 percent improvement in total cost of ownership.
- Digital agent CINDE for end users:SummitAI Alps provides 24/7 service desk experience with its digital agent, CINDE. Users converse in natural language with CINDE using MS Teams, Jabber, Slack, and Webchat. Using natural language processing, CINDE understands the intent and resolves up to 30 percent of repetitive and manual tasks instantly. For tasks CINDE isn’t able to resolve, tickets are filed for resolution and status reports are provided.
- Service desk intelligence:CINDE helps categorize and prioritize tickets, and assigns them automatically to workgroups based on learnings from past data.
- Enhanced UX/UI:SummitAI Alps includes a new UX/UI and several new dashboards for CIOs, IT leaders and analysts.
Dr. Akhil Sahai, chief product officer, Symphony SummitAI, said: “SummitAI Alps uses AI to transform the way users interact with IT services. By freeing IT administrators, operations and service desk staff from repetitive and manual tasks and by providing intelligent insights and assistance, Summit Alps optimizes IT management to deliver enhanced operational efficiency and user experience.”
John Thompson, associate director of IT operations, Greater Toronto Airport Authority, said:“As we work our way to becoming the world’s best airport, IT plays a very pervasive role in our day-to-day operations — in everything from baggage handling to de-icing, checking in passengers and complying with customs regulations. Symphony SummitAI is integral to how we serve our customers and keep operations running smoothly and safely. Within our first three months of using Symphony SummitAI, we saw our most significant drop in ticket resolution time and we’ve been able to boost our First Call Resolution (FCR) to as high as 81 percent. We’re excited about our continued progress with the launch of SummitAI Alps.”