Zurich
Generative AI
- ITSM fulfillers spend significant time navigating between multiple ServiceNow modules to find, triage, and act on tickets. Resolver consolidates all fulfiller workflows into a single conversational interface, reducing context switching and accelerating ticket resolution. The solution addresses the gap between traditional form-based ITSM interfaces and the natural language interaction patterns that modern fulfillers expect. Unlike existing ServiceNow features (Virtual Agent, Agent Workspace), Resolver is purpose-built for fulfillers (not end-users) and provides AI-augmented ticket management capabilities without requiring Now Assist licensing.
- Reduce average ticket triage time by enabling natural language search and action commands. 2. Provide AI-generated summaries, next best actions, and resolution notes to accelerate ticket lifecycle. 3. Consolidate fulfiller workflows (search, view, update, resolve, reassign, hold, cancel) into one interface. 4. Support multi-table operations across incident, problem, change_request, sc_task, and sc_req_item. 5. Deliver a daily briefing dashboard showing queue health metrics at a glance. 6. Enable session-based conversation persistence for audit and continuity.
1. Conversational Search & Intent Understanding
Ask questions in plain language — Resolver classifies intent, builds ServiceNow-encoded queries, refines results across turns, and paginates smartly, so you find the right tickets without forms or filters.
2. Instant Visibility & Ticket Insights
One-click daily briefing surfaces high-priority, breaching, and stale tickets. Inline record cards show AI summaries, activity logs, and let you edit notes, comments, and assignments instantly.
3. AI-Powered Actions & Workflow Continuity
Generate next-best-actions, resolutions, and KB articles from resolved tickets. Resolve, reassign, or flag tickets directly in chat — with full session history and context carried across conversations.
Initial Release
Not applicable for this application version.
Required Plugins: None. Resolver uses only base platform capabilities.