Serviceaide a provider of modern IT and business service management solutions has launched its AI-based ChangeGear Digital Service Management Platform. The latest release of ChangeGear, a leading modern service management solution, includes both AI and GenAI technology. The solution helps automate conversations and provide unmatched support for both the end user and support analyst.
Through integrated AI, the ChangeGear Digital Service Management Platform is redefining service management for the digital era. The platform continuously learns and works in the background, ensuring swift, personalised and effective interactions with users and staff.
The ChangeGear Digital Service Platform is designed for both IT and enterprise users and includes packages designed to meet the needs of diverse business objectives. The ITSM package offers all the advanced IT functions mature organisations require such as change management and asset management, with advanced GenAI based Virtual Agent and knowledge management.
For organisations needing enterprise-wide service, there is a package that includes all of the features in ChangeGear IT Digital Management. The solution also includes business process automation, no-code module creation, knowledge federation and GenAI productivity with Luma Copilot.
“Service Management must evolve beyond traditional models to meet complex, real-time demands efficiently. Serviceaide believes that designing ChangeGear to use AI provides the comprehensive capabilities required to enable businesses to thrive in a digitally transformed world,” said Bill Guinn, Chief Technology Officer at Serviceaide. “Serviceaide has been leveraging AI technology for our customers since 2017. Unlike other competing industry solutions that have simply bolted on generative features, ChangeGear is powered by Generative AI.”
New capabilities
The ChangeGear Digital Service Platform integrates a host of new and critical capabilities, including:
- GenAI Virtual Agent with Knowledge Management: Improves self-service by delivering and creating relevant content to meet a broad range of inquiries
- Copilot: AI-driven feature providing additional capabilities to the support analyst to speed the assessment of situations, summarise tickets and provide recommendations
- Improved Workflow: Includes updated GUI interface and designer, making it more intuitive and efficient for administrators to create and manage automated workflows
- Orchestration Engine: Includes a new module that enables modelling, analysing, measuring, and automating business processes
- Enhanced Mobile App: The mobile app has been upgraded to allow easy access and on-the-go interactions. The App is available on Apple and Google Play stores
ChangeGear says its solution excels automating workflows across service and support with expertise in change management and asset management. Known for its strength in change management and workflow flexibility, the ChangeGear Digital Service Manager solution now includes an intelligent virtual agent in the complete solution.
There is no time-consuming integration, no costly service engagements or additional project scope, to add a virtual agent and knowledge management. ChangeGear is popular in industries with heavy compliance regulations and companies seeking a scalable, enterprise ready SM solution.
Enterprise Times: What this means for businesses
In today’s competitive environment, enterprises have to enhance their customers user experiences through seamless, omnichannel support. They have no choice in this matter. They also have to elevate the service desk’s efficiency with smart automation. Such technology must dramatically reduce response times, eliminate human errors and improve resolution rates. Many users still consider service management is primarily about managing support tickets.
The incorporation of Generative AI is increasingly being embraced by players in the marketplace. The ChangeGear platform is also supported by Generative AI and Machine Learning and goes beyond just service delivery. The platform’s ability to learn, adapt, assist and interact makes it an invaluable asset to modern service management.
By designing ChangeGear to use AI, instead of adding AI in, Serviceaide has made it easy to deliver an AI approach without additional product integrations and lengthy implementation time. The launch continues Serviceaide’s focus on radically changing service management through digital transformation.
