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 AIMany service requests need skilled investigation, proprietary knowledge, and coordination across teams — not a bot. AI Enrich reduces the friction that slows your experts down: incomplete context, repeated questions, misrouting, and poor visibility at handoffs.
Built for the work that needs expertise — not just the work that can be deflected.
Service teams at leading organisations trust Vivantio
Most time lost in complex service work is not effort — it's friction. Tickets arrive missing context, so agents spend their first exchange gathering what should have been captured at intake. Requests sit in the wrong queue. Handoffs lack summaries, so the next person starts over. Risk signals appear in the notes but no one surfaces them until an SLA breach is imminent. Skilled people spend time on coordination rather than resolution. AI Enrich targets exactly this.
AI Enrich operates inside Vivantio's workflow and lifecycle engine — the area where Vivantio already has depth, AI-amplified.
AI Enrich reads the ticket history and surfaces what matters: a concise summary of the issue, what's been tried, and what context the agent needs to act. Where a resolution is clear, it can draft a response. At handoff, it generates a structured summary so the next team picks up in the same position. No re-reading. No re-asking.
AI Enrich reads impact and risk cues — urgency language, affected services, account history, volume of similar concurrent tickets — and recommends routing and prioritisation. Teams spend less time on triage and less time correcting misrouted work. The right person gets the ticket before the situation escalates.
AI Enrich surfaces knowledge recommendations contextually — the right article, the right resolution path, the right specialist — at the moment an agent needs it. Simultaneously, it monitors for escalation risk: sentiment shifts, SLA proximity, increasing reassignments. Supervisors see early warnings. Teams can act before a breach becomes a complaint.
The current capabilities are the foundation. As confidence in AI outputs grows within your environment, AI Enrich will expand into recommending workflow paths and automating tightly-defined, high-confidence tasks — always within the boundaries and controls you set.
AI Enrich amplifies the workflow and lifecycle depth already in Vivantio.
AI Enrich recommendations feed into Vivantio's automation engine — AI decides what, automation executes how.
Smart routing and escalation signals work within your defined ITIL processes — not around them.
Summaries, drafts, and next-action guidance surface directly in the workspace — no context switch required.
See AI Assist (first contact) and AI Optimize (demand reduction) alongside Enrich on the full AI overview.
Basic classification assigns a category and a queue. Vivantio AI Enrich goes further: it surfaces impact and risk cues, recommends assignment based on skill and workload, generates handoff summaries, surfaces relevant knowledge at the moment an agent needs it, and flags escalation risk before an SLA is breached. It is designed to reduce the friction that slows expert work — not just move tickets between queues.
Complex requests often stall at handoff points — the next team lacks context and has to re-gather information. AI Enrich addresses this with structured handoff summaries, cross-team visibility into risk signals, and recommended next actions based on similar past work. Each team picks up with what they need to move forward immediately.
Yes. AI Enrich is designed to complement structured ITIL workflows — incident management, request fulfilment, and change processes — by reducing the friction inside them. Smart routing respects defined assignment groups; knowledge recommendations surface your own documented processes and resolutions; escalation signals integrate with SLA management.
Yes. AI Enrich sits alongside Vivantio's existing automation engine — it doesn't replace it. AI surfaces recommendations and signals; automation handles execution. As confidence in AI outputs grows, progressively more workflow execution can be handed to automation — within the boundaries and controls you define.
We'll show you how AI Enrich fits into your existing service workflows — with a demo built around your team's complexity, not a simple use case.
