PALO ALTO, Calif. — Oct. 22, 2024 — SymphonyAI, a leader in predictive and generative AI SaaS products for the enterprise, today announced its placement in the 2024 Gartner Magic Quadrant for Artificial Intelligence Applications in IT Service Management.[i][ii]
In line with the AI-driven future of IT, SymphonyAI’s generative and predictive AI-based Apex Enterprise IT Copilot accelerates problem resolution, boosts agent productivity, and elevates customer satisfaction with on-demand, contextual information and support for multiple roles: end users, analysts, and IT leaders. In the Magic Quadrant report, Gartner notes, “By 2027, generative AI (GenAI) will create more IT support and knowledge-based articles than humans will.”
The SymphonyAI Apex Enterprise IT copilot is part of the SymphonyAI Apex platform, which features low-code/no-code capabilities so IT teams can efficiently launch and manage services at lightning speed. Designed for the enterprise, the SymphonyAI Apex platform automates service needs across enterprise functional groups, from IT to HR, facilities, finance, and marketing. It also provides enterprise knowledge management capabilities, generates intelligent recommendations for employees, performs automatic root cause analysis by correlating multiple events, and enables enterprise-wide 24×7 employee support.
“SymphonyAI is redefining enterprise service management with the AI-enabled next generation Apex platform, which combines predictive and generative AI that is rapidly deployed and resolves service requests up to 50% faster,” said Prateek Kathpal, president of SymphonyAI’s enterprise IT and industrial divisions. “We are pleased to be recognized in both the inaugural Gartner Magic Quadrant and Gartner Critical Capabilities reports highlighting intelligent AI applications in IT service management. SymphonyAI continues to bring enterprise IT into the AI-driven future with best-in-class service management and workflow automation delivering fundamentally transformational outcomes with quantum leaps in productivity, ROI, and user satisfaction.”
The SymphonyAI Apex Enterprise IT Copilot includes four modules that can be used independently or together for seamless interoperability so organizations can adopt the ITSM software at their own pace according to their specific needs and priorities:
- Service management. The Apex service management module transforms the service experience by designing, automating, and delivering enterprise services and digital experiences. The Apex Design Studio’s simple drag-and-drop controls allow instant customization and rapid rollout of new services with preconfigured workflows using an elegant no-code/low-code interface. The configurable Design Studio module lets users create service-level agreement (SLA) policies as needed for different departments, locations, and groups.
- Asset management. SymphonyAI enterprise asset management provides complete visibility and control of IT assets and software licenses, ensuring compliance. It addresses key enterprise asset management challenges such as asset discovery, asset lifecycle management, and software license compliance to ensure reduced TCO, enhanced security, and license compliance.
- Service automation. The Apex service automation scheduler equips users to schedule recurring services requests or incidents for infrastructure and applications, applying automation workflows across multiple schedules to eliminate manual tasks and free up IT staff to focus on strategic priorities. New user onboarding can be triggered from third-party enterprise applications to initiate both IT- and non-IT-related activities, such as automating employee onboarding and offboarding and automating software installations, speeding up and simplifying new user onboarding experiences. Real-time execution tracking allows teams to monitor the progress of tickets and flows end-to-end.
- Copilot. Resolve issues faster, deliver superior experience, and improve performance using generative AI. The Apex Enterprise IT Copilot provides real-time personalized recommendations so users can self-service quickly and easily on their device/interface of choice. End users are supported with dynamic chat integrated with Microsoft Teams or Slack or Google Chat FAQs, and AI-based recommendations.
Use cases for the Apex Enterprise IT Copilot include:
- Enterprise knowledge search – Answers questions with actionable AI‑generated summaries of relevant knowledge articles using the power of the Now LLM GenAI model to .AI search connectors – Extends search and interactions to Microsoft SharePoint, OneDrive, and Confluence sources.
- Digital agent – Uses LLMs to create a natural‑language conversational experience that improves self‑service.
- Live chat summarization – Summarizes conversations between users and virtual agents or live agents, enabling faster IT team handoffs and reducing repetitive questions for follow‑up agents.
- Incident summarization – Generates comprehensive summaries of incidents, actions taken, and recommended next steps to accelerate resolution response time.
- Resolution notes generation – Creates detailed, auto‑generated resolution notes from incident notes and activity, saving time and providing valuable information for future reference and content generation.
- Knowledge article generation – Automatically produces and publishes knowledge articles for human review to help deflect routine incidents and close information gaps, improving overall operational efficiency.
- Incident clustering – Categorize the incident data into small clusters based on the similarities, priority levels, potential problems and other parameters.
- Root cause summarizations – Generates a root cause analysis (RCA) summary based on the various steps taken to fix an identified problem.
- Major incident summarization – Generates a comprehensive major incident summary by thoroughly analyzing all data and interactions associated with the incident. The summary provides a detailed overview of the major incident, outlining the key events and timeline. It captures essential information to give stakeholders a clear understanding of the issue and how it was addressed and mitigated.
The Gartner Magic Quadrant for AI Applications in IT Service Management is available here. In the new Magic Quadrant, SymphonyAI was named a Customers’ Choice in the 2023 Gartner Peer Insights™ Voice of the Customer for IT Service Management Platforms, marking the fifth year SymphonyAI was named a Customer’s Choice.
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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About SymphonyAI
SymphonyAI is a leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth verticals, including retail, consumer packaged goods, financial services, manufacturing, media, and IT/enterprise service management. SymphonyAI verticals have many leading enterprises as clients. Since its founding in 2017, SymphonyAI has grown rapidly to 3,000 talented leaders, data scientists, and other professionals. A 2024 Microsoft Partner of the Year for Business Transformation – AI Innovation, SymphonyAI is a SAIGroup company, backed by a $1 billion commitment from successful entrepreneur and philanthropist Dr. Romesh Wadhwani. Learn more at www.symphonyai.com.
[ii] Gartner, “Magic Quadrant for Artificial Intelligence Applications in IT Service Management,” Chris Matchett, Rich Doheny, Chris Laske, and Ankita Hundal, 9 October 2024
