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 organisations trust Vivantio
A large share of every service team's inbound volume is answerable by existing knowledge — password resets, access requests, software guidance, policy questions. That work creates friction without adding value. And when a ticket does need an agent, it usually arrives missing half the context they need: who asked, what they tried, what system is involved, what urgency applies. The first exchange becomes a clarification session. AI Assist addresses both.
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 organisation'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.
Vivantio AI Assist answers questions grounded in your organisation'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 organisation'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.
