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Insights and Updates: Navigating the Future of Service Management
Artificial Intelligence
Insights and Updates: Navigating the Future of Service Management

Breaking the Doom Loop: How Zenduty and Xurrent are transforming Incident Management
Transform incident management from reactive firefighting to a continuous improvement cycle with Zenduty and Xurrent's Virtuous Cycle approachโreducing disruptions and building IT resilience.

A quick guide to Generative AI (GenAI)
Exploring Generative AI's role in Xurrent's ITSM platform, including AI-powered virtual agents, request summaries, and automation builders that boost productivity across 90% of customers.

7 best practices for managing your IT Service Desk
Struggling with IT support? These 7 service desk tips will change how you work โ fast.

The MSP customer retention challenge: Combating the 12% annual churn rate
Discover why MSPs need to protect their business with modern ITSM solutions. Learn how Xurrent's platform helps reduce the 12% customer churn rate through AI automation, incident management, and customer satisfaction tracking.

How Can AI and Automation Transform Efficiency and Customer Satisfaction for MSPs?
Incorporating AI and automation have reshaped how MSPs address repetitive tasks, reduce MTTR, and enhance customer satisfaction. Read more.

A quick guide to Retrieval Augmented Generation (RAG)
Learn what Retrieval Augmented Generation (RAG) is and how Xurrent implements this AI approach to enhance ITSM solutions. Discover the key benefits of RAG, including improved accuracy and reduced hallucinations in AI responses.

The Future of IT Operations Management: Why Xurrent Acquired Zenduty
Xurrent has acquired Zenduty to lead the future of IT Operations Management. Read the blog post to find out more.

Why 81% of companies experience recurring IT failures (and how to prevent them with ITxM)
Discover how ITxM unifies ITSM, ITOM, and ITIM to break the incident management doom loop. Learn how modern IT teams are evolving to serve digital enterprises and prevent costly downtime through unified service management.

A quick guide to Supervised Machine Learning
Learn what Supervised Machine Learning is, how it works, and its real-world applications. Discover why Xurrent chose a different AI approach using RAG and LLMs instead of traditional supervised learning models. Includes practical examples and business implementation insights.

Complete guide to Xurrent's AI-related features and functionality
Discover how Xurrent's secure AI-powered platform drives productivity across ITSM, ESM, and ITOM. Learn about key features including auto-classification, translations, and knowledge article creation.

Transforming IT service desk efficiency: My discussion with Evan Kirstel
Discover how Xurrent is transforming ITSM with AI, cloud tech, and lightning-fast implementation. Learn about 100% uptime, 350ms page loads, and seamless enterprise service management.
Connect 24 Greatest Hits: Conference Highlights
If Connect 24 has you excited about instituting cutting-edge ESM, then this blog will help you carry that message back to your organization.

AI, User Outreach, and the Road Ahead with Phil Christianson, Xurrent’s New CPO
In this installment, weโll be getting to know Joanne Sweetman, Xurrent's Demand Generation Manager.
Feedback on AI Request Summaries
It is now possible to provide feedback on AI request summaries, by answering the question โIs this accurate?
Bulk Translations
Bulk translations can now be done in the 'Translations' section of the settings console, accepting the suggestions by the AI.

AI Suggestions to Improve Knowledge Articles
The Xurrent +AI can now help knowledge managers to easily update existing knowledge articles, by suggesting improvements.

Xurrent Brings Scott Hutchins On Board as VP of AI and Integrations
We are delighted to welcome S to the Xcott Hutchinsurrent team in the US. Scott has joined in the role of VP of AI and Integrations.
OpenAI Replaced by AWS Bedrock
Xurrent makes use of the artificial intelligence (AI) capabilities provides by AWS Bedrock.

AI: Summary for Waiting for Customer Follow-Ups
If a request has been some time in โWaiting for Customerโ without answer, a notification with an AI summary can now be sent.

AI Feature: Knowledge Article Suggestion
Knowledge Article contents based on the notes of a request are now suggested by Xurrent when the AI app is installed.
Mentionable OAuth Persons
Using the @Mention functionality in Xurrent, it is possible to directly involve AI assistants and other integrations.
Automatically Translate Text in Custom Fields
For UI extensions of the type Multiline or Rich text, an Auto translation option is now avaiable when using the โSnippetโ functionality.
Support for Cyrillic Serbian Language
Xurrent already supported the Latin Serbian language, and now Cyrillic Serbian is also supported.
Lookup Trigger Moment of Automation Rule
If it is important to retrieve the exact time the automation rule was triggered, the new โtriggered_atโ operator can now be used.
Searches from Virtual Agent Appear in Analytics
Search phrases that were performed from the Virtual Agent are now also included in the search phrases results of Self Service.
Improved Virtual Agent Search Results
Initial search results from the Virtual Agent now includes both the most relevant knowledge articles and the most relevant request templates.
Added Auto-Translation for Welsh
People who prefer to communicate in Welsh in Xurrent can now read and write notes in that language, even if other users do not speak it.
Conversed.ai Chatbot Available as App
A new integration is available in the โApp Storeโ section of the Settings console: the Conversed.ai chatbot.
Auto Translate Irish and Portugal Portuguese
People who prefer to communicate in Portugal Portuguese or Irish in Xurrent can now read and write auto-translated notes in that language.
Introducing Auto Translation for Translators
Xurrent's auto translation functionality has been extended to help translators maintain the translations of request templates, knowledge articles, etc.
Auto Translation Supports 9 More Languages
Xurrent's Auto Translation feature now supports 9 more languages: Afrikaans, Amharic, Azerbaijani, Bosnian, Croatian, Latvian, Serbian, Slovenian and Tamil.
6 More Languages
Fans of this feature will be happy to hear that it now supports an additional six languages: Greek, Romanian, Hungarian, Ukrainian, Vietnamese and Thai.