USU Logo

Our Customers

Careers
Customer Service
Let's get in touch
Do you have questions or would like to learn more about our solutions?
Contact

AI-Agents for ITSM

AI Agents support service staff and users alike by handling routine tasks—freeing time for solving complex service challenges.
usu-service-management_ai-features_chat_1440x1080px
bosch_logo
bmw-logo
telekom-logo
bechtle-logo
ferrovie-dello-stato_logo
jungheinrich_logo
mtu_logo
poste-italiane-font-only_logo
bosch_logo
bmw-logo
telekom-logo
bechtle-logo
ferrovie-dello-stato_logo
jungheinrich_logo
mtu_logo
poste-italiane-font-only_logo

Why AI agents transform ITSM

Less Manual Effort

Free your team from repetitive tasks like classification, translation and routing with smart AI automation built for ITSM.

Faster Resolutions

Speed up service processes with AI agents that detect major incidents, retrieve knowledge and propose working solutions instantly.

Higher Accuracy

AI agents continuously learn from past tickets and ensure consistent, high-quality results, reducing human error across all ITSM tasks.

Meet your AI agents for ITSM

    Ticket Dispatcher Agent

    The Ticket Dispatcher Agent automatically analyzes incoming tickets to classify them by category, urgency, impact and related services. It also recognizes if the issue relates to an ongoing major incident. Based on this data, it assigns the ticket to the appropriate support group without any manual involvement. This reduces triage time and eliminates classification errors, ensuring each issue lands on the right desk immediately.

    AI based ticket categorization and dispatching

    Chatbot Agent

    The Chatbot Agent is your frontline support assistant. It uses natural language processing to answer user questions using your knowledge base, provide ticket and asset updates and even trigger actions like reporting incidents, ordering services or launching self-healing routines. Always available, this AI agent ensures users get help fast, even without human intervention.

    Ticket Translation Agent

    Break language barriers with the Translation Agent. It automatically translates incoming and outgoing ticket content between different languages, allowing global support teams to communicate clearly with end users in their native language. This enables true 24/7, multilingual IT service without additional overhead.

    Major Incident Detection Agent

    This agent monitors incoming tickets in real time to spot patterns and surges that indicate a major incident is occurring. When it sees many similar tickets in a short time, it alerts your team so they can act fast, communicate transparently and limit business impact.

    AI-based recognition of major incidents

    Incident Summary Agent

    The Incident Summary Agent compiles and condenses all key information from long ticket threads, attachments and updates into a brief, actionable summary. It highlights the core problem, steps taken and outcomes—perfect for handovers, reports or audits.

    Solution Finder Agent

    This agent reviews your ITSM database to analyze resolved tickets, identifies trends and recommends the most effective solutions for current incidents. It helps service agents apply proven fixes quickly and improves consistency across resolutions.

    Screenshot Analysis Agent

    When users attach screenshots to their tickets, this AI agent steps in. It reads and interprets the content of images to pull out relevant error messages, system states or visual cues. This saves agents from opening and deciphering screenshots manually.

    Problem Detection Agent

    By connecting the dots between similar incidents over time, the Problem Detection Agent identifies potential root causes and flags them for problem management. This proactive AI approach initiates long-term fixes before issues escalate.
    AI-based problem detection

    Change Risk Agent

    This agent reviews past incidents caused by changes and uses that history to assess the risk level of upcoming changes. It offers a confidence score to guide your CAB decisions and helps prioritize safe, successful implementations.

    Change Cause Detection Agent

    When a new incident appears, this agent checks recent change activity to determine if there's a likely connection. It speeds up root cause analysis and avoids redundant troubleshooting efforts.

    Standard Change Detection Agent

    The Standard Change Detection Agent reviews successful past changes and identifies patterns of low-risk changes. It proposes candidates for standard change classification, helping you skip CAB approvals for repeatable, safe tasks.

    Knowledge Retrieval Agent

    Using an intuitive chat interface, this AI agent scans your knowledge base and instantly provides the right answers to user queries. It understands intent, context and phrasing variations, offering a seamless knowledge experience.
    usu-service-management_ai-features_knowledge-retrieval-agent_1920x1080px

    Knowledge Creation Agent

    Turn past articles into fresh, reusable content in different formats. The Knowledge Creation Agent produces new articles, how-tos, and FAQs from historical data to grow your knowledge base without extra work.

    Knowledge Inconsistency Detection Agent

    This agent continuously checks your knowledge content for contradictions, outdated steps or misalignments between articles. It flags and helps resolve inconsistencies to maintain reliability and clarity.

    Knowledge Verification Agent

    For high-stakes topics, this agent applies stricter accuracy rules and avoids hallucinations. It ensures that only verified and validated knowledge is used to answer sensitive or critical queries, regardless of how they’re phrased.

    Scripting Agent

    Let AI help you code faster and easier. Our AI Code Assistant supports you in building Python scripts for your workflow nodes. Just describe what you need in natural language

    —we’ll generate the right code for your process.

    AI-Powered IT Service Management

    Explore real-world use cases that show how AI adds value to IT service management—boosting efficiency, speed and customer satisfaction.
    Read now
    White paper
    usu-service-management_ai-features_wp_ki-itsm_1920x934px

    Get in touch with an expert

    Have questions about our offering? A quick call can be way more helpful than a long email chain. Talk to one of our experts to explore our products and see them in action.

    daniel_decker

    Daniel Decker

    Sales Development

    We are here to help

    Send us a message

    No matter if you like to partner with USU or just have a few questions.

    USU Logo
    Germany (Headquarter)

    USU GmbH
    Spitalhof
    71696 Möglingen
    Tel.: +49 714 14867 0

    USA
    USU Solutions Inc.
    20 Guest St., Suite 202
    Boston, MA 02135
    Phone: +1 (617) 307-7733

    YoutubeFacebookLinkedIn

    Products

    Customer Service Knowledge ManagementIT Asset ManagementSaaS ManagementFinOpsIT MonitoringIT Service Management

    Why USU

    About usManagementLocationsPartnerCareersSupportNews

    Topics

    ITSMITILBYOLFinOpsSaaS ContractsKnowledge BaseKnowledge ManagementSoftware Asset Management
    Sign up for the latest news
    Newsletter
    See products in action
    Get a demo

    © 2025 USU Solutions Inc.