Introducing Sera AI: The embedded AI fabric powering the modern service desk

AI in Service Management is evolving … rapidly.

At Xurrent, we believe this transformation should go beyond simply responding to prompts. That sentiment led to the creation of Sera AI, a proactive and intelligent fabric that’s embedded throughout the platform, designed to streamline operations, boost productivity, and help modern enterprises move faster with confidence.

With Sera, we are introducing more than a feature. 

We are delivering an AI fabric woven into the core of the Xurrent platform.

Always on.
Always learning.
Always working behind the scenes to make your service desk faster, smarter, and more resilient.

What is an AI fabric?

Think of an AI fabric as a network of intelligence that’s embedded across the Service Management platform, not bolted on — a continuous layer of context-aware automation, decision support, and adaptive intelligence. It spans everything from ticket classification and routing to summarization, knowledge recommendations, sentiment analysis, and workflow automation.

Sera AI doesn’t wait to be asked.

It anticipates, recommends, and acts — amplifying the productivity of every user in the system.

A system of intelligence: not a bot.

Sera AI includes a familiar conversational interface, but its real power is in what it does silently, continuously, and at scale:

• 3M+ automated request summaries
• 3,000+ knowledge articles created
• 900+ AI-generated automation rules
• 1.7M sentiment calculations performed

These aren’t just vanity metrics. They represent real productivity gains and measurable operational improvements across MSPs and enterprise IT teams already using Xurrent.

Built in, not bolted-on

The value of Sera AI lies in its deep integration across the entire Xurrent platform. It does more than react to incoming requests. Even before a ticket is created, end users can interact with Sera to troubleshoot and resolve issues independently. Through intelligent search and contextual recommendations, Sera empowers users to solve problems instantly without needing to contact the service desk.

When a request does enter the system, Sera AI is already in motion —  classifying, routing, understanding, and recommending in real time. 

The result:

• Fewer tickets
• Faster resolutions
• Service teams that spend less time triaging and more time solving

Welcome to AI that works with you

Sera AI is now available across the Xurrent platform. It’s designed to be adopted in minutes, not months, with outcomes that compound over time.

This isn’t AI as a feature. It’s AI as critical infrastructure, a fabric that supports, learns, and elevates your service operations every step of the way.

If you’d like more details on what Sera AI can do, we’ve created this living document that is continuously updated when new capabilities are added. 

Get started with Xurrent’s Sera AI today and lead your organization into a more productive tomorrow.