AI-assisted service management

Automate the routine. Focus on your customers.

Let AI handle the repetitive tasks that eat up your service team’s day. More automation = more time for work that needs the human touch.  

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Incident Management

AI that thinks like your experts

When calls come in, Smart Classification instantly categorizes them, assesses impact, and sets urgency. No more manual field entry — AI even suggests possible solutions and explains its reasoning. Skip the admin work and jump straight to solving.

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Knowledge Management

Turn solved tickets into knowledge with a click

Fix it once, share it forever. One click turns your solved ticket into a knowledge item — in any language you need. Just give it a quick check, no copying or pasting. Your team will be armed with a growing knowledge base, so future questions get answered faster.

Discover our Knowledge Base

How Leiden University uses AI in TOPdesk  

Leiden University uses the Azure OpenAI integration to:

  • Automatically translate knowledge items from Dutch to English
  • Quickly create ticket summaries and customer message translations

Integrations and partner solutions

Connect AI solutions with zero hassle

Enhance your service environment with our AI partner solutions that work around the clock. A glimpse of what we offer:  

  • Ebbot Chatbot: AI assistant that automatically answers incoming customer queries 24/7—even when your team is sleeping.   
  • Supwiz Email Bot: Analyzes incoming emails, responds with pre-approved content, and routes complex inquiries to the right department—all while maintaining your brand’s voice. 
  • Puzzel Chatbot: AI chatbot that shows how certain they are about each answer, preventing incorrect information and escalating complex questions to your team.   
Browse all AI solutions in our Marketplace

How can AI improve your service desk?

See how our AI-assisted solutions tackle your biggest service desk headaches. We’ll help you calculate potential time savings, identify quick wins, and outline a practical implementation plan tailored to your team. Start small and grow as you’re ready – it’s a journey we’ll guide you through.

Explore more AI resources for service professionals 

Frequently asked questions about AI-assisted service management

How does AI-assisted service management differ from traditional approaches?

Traditional service management relies heavily on manual processes for routine tasks. AI-assisted service management automates repetitive work like ticket classification, solution suggestions, and knowledge creation—allowing your team to focus on complex problems and meaningful interactions. TOPdesk’s AI solutions work alongside your team, handling the predictable so humans can manage the exceptional. 

How does AI improve our customer experience?

Your customers get faster responses since the AI helps your service desk staff solve issues more quickly. They can also find answers themselves through AI-assisted self-service options like chatbots that work 24/7. For example, when someone needs to troubleshoot VPN connection issues for remote access at 10pm, they don’t have to wait until morning – the AI can guide them through network diagnostics, configuration checks, and resolution steps immediately. 

Will AI replace my service team?

Absolutely not. AI handles the administrative burden (data entry, finding similar tickets, writing up solutions) while your team handles what humans do best: creative problem-solving, relationship building, and making judgment calls that require empathy and context. AI-assisted service management complements your team’s skills rather than replacing them.

How secure is AI-assisted service management?

TOPdesk’s AI capabilities are held to the same high security and compliancy standards as our core platform. Some of these AI capabilities make use of an integration with your own company-approved AI model, meaning you will remain in control of the security of your data.

How do I set up AI solutions in my TOPdesk environment?

Our AI solutions are implemented as a consultancy service that you can add to your TOPdesk environment. Our skilled consultants will work directly with you to set up and customize your AI model based on your specific needs. These solutions are professionally configured by our implementation team to ensure they integrate seamlessly and deliver the best possible results for your organization. 

How quickly can we see results from implementing AI-assisted service management?

TOPdesk customers who activate our AI solutions typically see initial results within 1-2 weeks. You’ll notice immediate improvements in ticket categorization and routing accuracy. Within 3-4 weeks you’ll experience reduced handling times and better self-service options. The knowledge management benefits grow steadily as more tickets are processed, with the most substantial gains appearing after 1-3 months of active use. 

See how AI can make your life easier

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