On service desk for digital product support, we receive a lot of doubt from end-users that we could automate the first response using advanced AI as data source the product knowledge base and also the ITSM. We are using Atlassian Jira to control the tickets support management and we would like to have some smart component to start send the first reply faster without a human interaction.  Have you already done something similar with that?

Yes, Auditoria can integrate into any system of record including ITSM tools. However, Auditoria’s expertise is in the domain of finance, accounting and procurement rather than general purpose IT, and hence it is recommended for use cases in the office of the CFO. Auditoria is a great complement or alternative to traditional Helpdesks in the Office of the CFO.

We are currently working on it for our teams doing L2 and L3 using the same stack from Atlassian. We are very confident that GenAi can do it and there are successful cases out there(check the Klarna story).

There is one thing though which we are approaching it differently: we don't want to jump directly to provide answers but we will have a step where we will clarify the request by having the AI asking questions to make sure that the question is properly formulated and all the necessary details are provided. Afterwards, will provide the answer.

Of course, the quality of the knowledge is key for a high accuracy.

Nothing beats an automated answer that is almost guaranteed to be either be the wrong answer or something the user has already found for the customer to feel valued. Even first level support human staff often do this.

Sure provide some possible links in the confirmation e-mail of the support request if you want, and have canned answers if appropriate - often not, but can make a good starting point.

Obviously if you get the same question over and over again, then this is easy, but if you did you would already be handling those cases.