EMMA®AI for your IT-Service-Desk
EMMA®AI for the IT Service Desk
Our “EMMA®AI as a Service” (AIaaS) solution was specifically designed and configured for use in IT service desks. With our extensive experience as IT service desk operators, we understand all the critical success factors from first-hand experience. We’ve developed our artificial intelligence, EMMA®AI, to perfectly complement your human IT support team, ensuring uninterrupted availability, even during peak demand or staff shortages. It enhances the quality of your services and helps you reduce costs. “Made in Germany” and strictly adhering to all German and European data protection and security regulations, including the AI Act.
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Hello, I am EMMA®AI
I am your digital service agent.
How may I assist you today? I am an artificial intelligence that supports my human colleagues in the IT service desk. I can automatically understand and resolve all incoming incidents and service requests simultaneously, without waiting, quickly, efficiently, and with the highest quality. I am constantly learning and expanding my knowledge pool—tailored to each customer’s needs. You can see how it works in the video.
For more information, visit: www.emma-servicedesk.ai
Availability and Peak Load Flattening
› 24/7 availability via phone, email, chat, or ticketing system
› Elimination of waiting queues
› Coverage of off-hours, night shifts, and effective overflow processes
› Smoothing out peak loads
› Balanced task distribution throughout the day
› Service in German and English – additional languages upon request
Constant Automated Classification, Resolution, and Ticket Routing
› Automatic classification and recognition of service requests, incidents, and mass disruptions
› Resolution of requests via self-services or efficient assignment to the correct resolver group
› 100% qualified ticket creation and immediate resolution for trained topics
› 100% routing accuracy to the correct resolver group
AI Performance Boost & Employee Relief
› SLA compliance without additional personnel effort
› EMMA®AI frees up qualified staff for complex tasks
› EMMA®AI simplifies onboarding of new employees
› EMMA®AI enables scalable knowledge management for your team
› EMMA®AI significantly increases customer and employee satisfaction.