Transform your business with an advanced service management platform
Limited automation.
Restricted integration capabilities.
Basic reporting.
Simple Knowledge Management.
Rudimentary ticket management.
Collaboration restrictions.
Limited or expensive AI abilities.
This is just a short list of what most Service Management platforms offer. Basic. Limited. Restricted.
Said another way, traditional solutions lack sophistication; they are not advanced.
When it comes to being advanced, Xurrent helps our customers in four key areas.
1. Accelerate value through automation
Xurrent’s automation enables real-time cross-collaboration that empowers organizations to meet their business objectives and derive value faster.
Request Summaries are a great example of accelerated value through automation. Our platform uses generative AI to automatically summarize all requests once they reach predefined thresholds. That translates, on average, to over 2,000 summaries per customer per week — a significant productivity gain due to fewer resources necessary to support growth demands.
Automation Builder is another tool that leverages Xurrent AI. Describe in simple, human-spoken words how you want an automation to perform, and our platform will build it … automatically. This saves 5-30 minutes per automation, on average — massive productivity gains over the lifespan of Xurrent usage.
2. Balance AI risk and reward through a security-centric approach
Not all AI is created equal.
As we discussed here, it’s imperative that IT leaders carefully balance the risk vs. reward of all AI projects within their organizations.
With this risk/reward in mind, we selected our AI backend partner as Amazon Bedrock, a fully managed service from Amazon Web Services (AWS).
Amazon Bedrock makes it easy for developers to build and scale generative AI applications. The platform also shines in security, specifically regarding data encryption, compliance with standards, access control, data isolation, continuous monitoring, and its commitment to secure development practices.
Note: In the near future, Xurrent will enable Bring Your Own Key (BYOK) and C5 certification.
We are thrilled that over 90% of Xurrent customers have enabled AI in the Xurrent platform.
This extremely high adoption rate validates that our measured, strategic approach to AI implementation — along with our attention to detail around security measures — is resonating with our customers.
3. Reduce overhead by eliminating administrative features
Administrative Tasks
Xurrent’s multi-tenant SaaS architecture greatly reduces administrative overhead as our team absorbs the bulk of the maintenance overhead allowing your team to focus on important administrative tasks within the Xurrent software.
All ITSM solutions struggle to properly categorize incoming requests. Up to 20% (or more) of these requests remain uncategorized, leading to longer ticket response and resolution times. Our auto-classification feature automatically categorizes all requests (with specific reasoning on why). Over time, the AI is tuned to be more accurate on future requests.
Xurrent automatically determines whether customers are happy, neutral, or upset — what we call Sentiment Analysis. Run reports, sort requests, or just gain a better understanding of sentiment for a single request.
Cost Savings
Amazon Bedrock has several cost-saving features such as:
Pay-as-you-go pricing: only pay for what you use, which helps to budget (and predict) AI-related expenses.
A scalable infrastructure: demand dictates resource allocation, reducing overuse and saving money.
Ability to choose the most appropriate models: picking models that fit our customer’s needs means lower costs with the same high performance.
Cost tracking tools: integrating AWS Cost Explorer, for example, means we can monitor our spending in real-time.
4. Boost productivity throughout your entire organization
ITSM, ESM, and ITOM disciplines are a perfect fit for AI-based assistance. Xurrent incorporates AI where it provides the best opportunities to boost productivity, efficiency, and effectiveness of your workforce.
Arguably, all of the above features help to boost productivity.
Here are two more ways Xurrent helps our customers save time and money.
Use Xurrent AI to draft detailed and accurate knowledge articles (KAs). Our generative AI provides assistance in creating new (or updating existing) articles to improve their overall effectiveness. This saves valuable time and helps ensure KA content is accurate.
To ensure “waiting for customer” (stuck) requests are completed in a timely manner, Xurrent automatically sends an email to the customer with AI-generated instructions on what information needs to be provided to keep the request moving forward.
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Saving time.
Reducing costs.
Automating repeatable tasks.
Summarizing content.
All of these are ways Xurrent’s advanced platform helps our customers.