AUTOMATED SOLUTION
Incoming service incidents (disruptions and service requests) are analyzed, qualified, categorized, and created as tickets in the ITSM tool using EMMA®, without the involvement of service center agents. EMMA® checks if solution documents are already available in the knowledge databases. In the final step, EMMA® automatically generates a solution proposal for the requested service incident from its knowledge database.
Users receive an automated solution proposal via email to resolve the disruption. If it is a more complex issue that requires the involvement of service experts, EMMA® also supports them with possible solution suggestions for the Support Call.
LEVERAGING AUTOMATION OPPORTUNITIES
In its advanced stage, EMMA® uses the automation capabilities of the most renowned platforms and services to target-specific problem-solving within the respective system landscapes or on user devices. Tasks analyzed by EMMA® are primarily resolved through the EMMA® platform, utilizing automation tools within the Microsoft M365 ecosystem or automation scripts within ITSM systems such as JIRA, ServiceNow, or SMAX.
