Key Benefits

Have an IT related Query or an Issue? Ask CINDE.

CINDE – Conversational Interface and Decisioning Engine – is a Conversational Digital Agent. The End Users can interact with CINDE to...

Have an IT related Query or an Issue? Ask CINDE.

CINDE – Conversational Insights and Decision Engine – is a Conversational Digital Agent. The End Users can interact with CINDE to quickly resolve their requests in conversational English. CINDE is an NLP-based digital agent that understands the user intent, classifies it as Service Request or an Incident, and resolves up to 20% of Service Request tasks in an automated manner. CINDE logs Incidents or create Service Requests (SRs) for all the tasks whether they are handled automatedly or by live agents. CINDE can also help users check, edit, or escalate the status of existing Incidents or SRs.
CINDE provides 24*7 support to the End Users and provides quick solutions to the End Users. The users no longer need to navigate through multiple pages of the portal to look for Knowledge Records or to log Incidents or Service Requests. CINDE helps with all of these with a click of a button.
  • Multi-channel support: Users can interact with CINDE on Web chat, Microsoft Teams, Slack, and Jabber as a contact for the configured users.
  • KB articles: CINDE displays a set of related Knowledge articles to help the users resolve the issue before logging any Incidents.
  • FAQs: CINDE answers the Frequently Asked Questions asked by End Users.

Service Desk Intelligence

The Catch & Dispatch capability automatically predicts the Category Classification, Impact, and Urgency of Incidents and Service Requests based on its past learning.

Service Desk Intelligence

The Catch & Dispatch capability automatically predicts the Category Classification, Impact, and Urgency of Incidents and Service Requests based on its past learning. It also suggests the most appropriate Analyst based on various factors.
  • Reduces the Average Response Time of Incidents and Service Requests
  • Decreases the error rate of Categorization and Classification

Eliminate Repetitive Mundane Tasks, Automate Them.

Auto-resolution of IT tickets eliminates Analysts’ involvement in repetitive mundane tasks.

Eliminate Repetitive Mundane Tasks, Automate Them.

Auto-resolution of IT tickets eliminates Analysts’ involvement in repetitive mundane tasks.
The Catch & Dispatch capability automatically predicts the Category Classification, Impact, and Urgency of Incidents and Service Requests based on its past learning. It also suggests the most appropriate Analyst based on various factors.
  • Frees up time for activities that require more experience, expertise, and judgement
  • Improves customer satisfaction levels with significant reduction in resolution time
  • Reduces IT Operating costs with automation of repetitive tasks
Use Cases:
  • User On-Boarding
  • Group Mailbox Creation
  • Airwatch Access
  • Guest Wi- Fi Access
  • Shared Folder Access
  • Distribution List related requests, such as adding/removing user from DL, etc.
  • Add user to security group
  • Service Restart
  • Mailbox size increase
  • And, many more.

Configurable Executive Dashboards and Additional Reports

With configurable Executive Dashboards and 80+ new metrics...

Configurable Executive Dashboards and Additional Reports

With configurable Executive Dashboards and 80+ new metrics, the Executives can view reports that provide a better visibility and insights into IT operations, helping them make quick decisions.

Better User Experience with End User and Analyst Dashboard

The End User Dashboard and Analyst Dashboard are redesigned to improve user experience.

Do Not Get Stuck in KB Refer Back Cycles. Edit Access to KB Approvers and Publishers.

Earlier, the Knowledge Base (KB) Approvers and Publisher...

Do Not Get Stuck in KB Refer Back Cycles. Edit Access to KB Approvers and Publishers.

Earlier, the Knowledge Base (KB) Approvers and Publisher could not make any changes to the Knowledge Records. For any modifications, they had to send the KR back to the Author. Now, by default KB Authorizer has access to edit the KRs. Additionally, Administrators can provide access to the Approvers and Publishers to edit the KRs, thereby, eliminating the recurrent referring back process to modify KRs.

Request Information with Information Service Catalogs

The Administrators can now create Information Service Catalogs. In this Service Catalog...

Request Information with Information Service Catalogs

The Administrators can now create Information Service Catalogs. In this Service Catalog, only a rich text box is provided. No Workflow needs to be defined for the Information Service Catalogs. This is useful where the users request for information instead of a service or product.

Schedule Jobs to Create Recurring Service Requests

The Analysts can now create recurring Service Requests, where they can view the details of the source Service Request, set the frequency of occurrence for recurring Service Requests, and create a relevant job. Based on the frequency, the recurring SRs are created.

We Store Your Personal Data with Your Permission - GDPR Compliance

The SummitAI application complies to GDPR rules. Under GDPR regulations...

We Store Your Personal Data with Your Permission - GDPR Compliance

The SummitAI application complies to GDPR rules. Under GDPR regulations, the users need to provide their consent to allow other users to view their personal data (such as: E-mail ID, Login ID, Address, Contact Number, etc.). If GDPR is enabled, the users will receive a GDPR Consent Form to accept or decline to display their personal data in the Application. If they accept, the user personal data is encrypted and stored in the SummitAI database, and the users can continue to use the Application. If the users decline to display their personal data, their personal data is wiped out from the Application and they can no longer use the Application. They can try to access the Application again, however, they must accept the GDPR Consent Form to use the Application.

Customize Fields the Way You Want with Scripting - Hide/View, Mandatory/Optional, Choose Your Values, and Much More

Customize Fields the Way You Want with Scripting - Hide/View, Mandatory/Optional, Choose Your Values, and Much More

With new Scripting option available on few of the pages of the SummitAI application, the Administrators can now write their own Java Script and CSS codes to customize the fields available on these pages.

Configure E-mail Templates in the Language You Prefer

The e-mail notification templates can be now configured in various languages. If configured in the application, the e-mails are sent in the language that is preferred by the recipient.

Bulk User Import from Azure Active Directory

Now, in addition to Microsoft On-Premise and Google, the Administrators can bulk import the user details from Azure Active Directories as well.

Ready-Made Customizable Themes for End User Dashboard

The Administrators can now choose from the ready-made Themes for the End User Dashboard and customize them as per the organization’s requirements.

Request Multiple Software Using Single Service Request (SR)

With tight integration between the SummitAI Asset Management and SummitAI...

Request Multiple Software Using Single Service Request (SR)

With tight integration between the SummitAI Asset Management and SummitAI Service Request Management, all the Software from the Software Inventory can be now accessed from the Service Request Management module. The End Users can request for multiple Software using a single Service Request Form.

Quick and Easy Contract Configuration

Adding a new Contract in SummitAI Asset application is now made easy. The Administrators can now...

Quick and Easy Contract Configuration

Adding a new Contract in SummitAI Asset application is now made easy. The Administrators can now change configurations (such as Vendor, Reseller, Category, License Type, etc.), by clicking the Configure icon and they are directed to the configuration screen of the field.

Check Procurement Details on Service Request Details Page

The End Users can now view Procurement details related to the Service Requests that they have raised. This helps them to check the status of the Service Requests, which require procurement of products.

SNMP Traps Monitoring Parameter

SNMP Traps is a new monitoring parameter available in Service Entitlement of the SummitAI IT Operations Management module. Using SNMP Traps, the Administrators can process the trap messages received from the SNMP enabled Network Devices or Servers in the Traps Receiver and the Central Collector to create an Incident.

Global Data Protection Regulation (GDPR)

The SummitAI Mobile App complies to GDPR rules. Under GDPR regulations, the users need to provide their consent to allow other users...

Global Data Protection Regulation (GDPR)

The SummitAI Mobile App complies to GDPR rules. Under GDPR regulations, the users need to provide their consent to allow other users to view their personal data (such as: E-mail ID, Login ID, Address, Contact Number, etc.). If GDPR is enabled, the users will receive a GDPR Consent Form to accept or decline to display their personal data in the SummitAI Web Application. If they accept, the user personal data is encrypted and stored in the SummitAI database, and the users can continue to use the SummitAI Mobile App. If the users decline to display their personal data, their personal data is wiped out from the SummitAI Web Application and they can no longer use the SummitAI Web Application and SummitAI Mobile App. They can try to access the Application again, however, they must accept the GDPR Consent Form in the SummitAI Web Application to use the SummitAI Web Application and SummitAI Mobile App.

Save Time With Parallel Approvals of Service Requests (SRs)

The Approvers in the same Approver Group can now approve SRs parallely using the SummitAI Mobile App.

Simplified Configuration Steps for SAML-based Authentication

The configuration steps for SAML-based authentication in SummitAI mobile application is simplified.