Vivantio AI
AI across your whole service operation
Assist agents in the moment, deflect with smart self-service, and turn service data into insight, not a chatbot bolted on.
Explore all Vivantio AIService Management
Automate & Configure
Assist agents in the moment, deflect with smart self-service, and turn service data into insight, not a chatbot bolted on.
Explore all Vivantio AIUsers expect immediate answers. Repetitive, well-documented requests shouldn't reach an agent. And when a ticket is needed, it should arrive with the context required to act — not the starting point for a round of clarifying questions.
Answers grounded in your own knowledge — not generic web results.
Service teams at leading organizations trust Vivantio
Repetitive, well-documented requests sit in the same queue as complex problems and take the same human effort to handle. That's not a staffing problem. It's a tooling problem.
Without AI Assist
User asks a password reset question: agent picks it up, answers it, closes it
Ticket arrives with no context: agent spends the first exchange asking clarifying questions
Resolution time drags because intake captured none of the information agents needed
Repetitive, well-documented requests occupy queue capacity alongside complex work
With Vivantio AI Assist
AI suggests the resolution from the knowledge base: agent reviews and sends in one step
Smart intake captures context before the ticket is assigned: agents start work immediately
Agents resolve in the first response: full context available before they open the ticket
Routine requests handled with AI assistance: agents focused on work that needs them
AI Assist works at the point of contact — the self-service portal — where users search for answers or raise new requests.
When a user searches or asks a question, AI Assist retrieves and surfaces relevant answers from your organization's knowledge base. Responses are grounded in your documented resolutions, policies and procedures — so they're accurate for your environment, not generic. Users get answers immediately; agents avoid the queue.
Not every request can be self-resolved — and AI Assist doesn't try to force it. When a ticket is needed, AI guides the user through a structured intake conversation: asking the right questions upfront, gathering the fields agents need, and removing the ambiguity that causes back-and-forth. The ticket arrives complete, not half-formed.
When AI Assist escalates to a human agent, it attaches an auto-generated summary of the interaction: what the user asked, what was attempted, what context was captured at intake. Agents start from a position of understanding — not a blank ticket. No re-asking. No wasted first exchange.
AI Assist extends capabilities already in Vivantio — it doesn't replace them.
AI Assist lives in the self-service portal — where users search for answers or raise new requests.
AI Assist draws on the knowledge base to ground answers — the richer your knowledge, the more it can resolve.
Explore AI Enrich (agents) and AI Optimize (demand reduction) alongside Assist on the full AI overview.
Where escalated tickets land — complete with the AI-generated context summary agents need to start working immediately.
Vivantio AI Assist answers questions grounded in your organization's own knowledge base — not generic web results. It handles the well-documented, repetitive requests that agents deal with repeatedly: password resets, access requests, software guidance, policy questions. Complex or sensitive requests it cannot confidently resolve are escalated to a human with full context attached.
When AI Assist cannot confidently resolve a request, it guides the user through structured intake — capturing the information an agent needs to act. The resulting ticket arrives with an auto-generated summary of the user's context, so agents can start working immediately rather than asking clarifying questions.
Most back-and-forth happens because tickets arrive thin on context. AI Assist addresses this at intake: it asks structured questions upfront and attaches an auto-summary to every escalated ticket. Agents get what they need to start working, not a starting point for investigation.
Yes. AI Assist draws on the knowledge base already in Vivantio — your articles, policies, and documented resolutions — so answers are grounded in your organization's actual content. The knowledge base gets more useful as it grows, and AI Assist surfaces it at the moment a user needs it.
We'll show you how AI Assist fits into your self-service setup — with a demo built around your actual request types and knowledge.
