Complete guide to Xurrent's AI-related features and functionality
UPDATED 19-March-2025
As a result of Xurrent’s investment in secure AI, over 90% of Xurrent’s customers have already enabled AI and are realizing incredible productivity gains as a result.
Note: This article will be updated regularly as the ever-evolving AI landscape changes — and as we add more AI-enabled features and functionality.
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With AI-powered automation across ITSM, ESM, and ITOM, Xurrent drives productivity and efficiency, reducing overhead while meeting full ITIL, SOC-2, C5, and ISO standards.
The Xurrent platform is a complete, cross-functional platform that aligns HR, Facilities, Finance, Marketing, and IT, fostering unified, scalable operations for growth.
AI is an essential part of what we do, the platform we provide to our customers.
As we shared here, Xurrent leverages generative AI models, all housed within AWS Bedrock — in a manner entirely consistent with how we deliver the rest of our technology suite.
Privacy, transparency, and security are front and center of everything we do. AI is no exception.
We respect all existing permissions.
We use new 3rd party subprocessors for AI.
We deliver AI transparently.
We clearly share which decisions are made by AI vs humans.
We understand the customer’s problem rather than adding AI for the sake of having AI.
We think seriously about security.*
We do not introduce any new technical cross-section or vector for attack.
We do not store any new data.
We do not retain data for AI.
*Generative AI can be a great productivity tool but can pose a security risk of leaking private information into the public domain. To prevent this situation, Xurrent uses Amazon Bedrock as its generative AI solution.
From the Amazon Bedrock documentation, “Amazon Bedrock doesn’t store or log your prompts and completions. Amazon Bedrock doesn’t use your prompts and completions to train any AWS models and doesn’t distribute them to third parties.”
We’ve built AI around the use cases in which it can deliver value. We’ve optimized for where AI can reduce the burden on humans, saving time and money.
Here are a few AI use cases across ITSM and ESM:
AI-powered Virtual Agent
The Xurent Virtual Agent, available on Self-Service, interacts with end users to aid them as they seek assistance. The goal: bias the Virtual Agent towards action. An example — as discussed in this product update — is a user entering “I need a new Oracle database by the end of the year” into the chatbot. The Virtual Agent immediately opens a ticket and routes it using the “AI auto-classifier.”
The Virtual Agent can:
- Highlight calls to action
- Summarize and return knowledge articles
- Register a new request
- Remind the user that a request may already exist
- Return details related to degraded services
Want more details? Read our product update.
AI Request Summaries
Generative AI is ideally suited to read and summarize large bodies of content. All requests in Xurrent are automatically summarized once they reach predefined thresholds. On average, over 2,000 summaries are created per customer per week. This translates to significant productivity gains, which leads to fewer resources being required to support growth demands.
(summary in purple section below)
AI Request Summary Feedback
Provide instant feedback on AI request summaries by answering the question “Is this accurate?” with either ✓ or x, opening a new dialog window to supply specifics. This allows the Xurrent AI team to troubleshoot the summary feature and ultimately improve it.
(summary feedback can be seen in purple section of screenshot above)
AI Summary for “Waiting for Customer” Follow-Ups
If a request is “stuck” in “Waiting for Customer” status for a certain period – with no response from the requester, a follow-up message is sent. The system can trigger the AI to add a short summary of the request and specify what action or information is required from the requester so that the specialist can continue.
AI Knowledge Article Creation and Improvement
The solution to a request or problem is often not written in a single knowledge article or note. Xurrent’s generative AI assists in creating new knowledge articles (KAs) or updating (improving) existing articles to improve their effectiveness … based on all the notes from that record. It can suggest a subject, description, and instructions for the desired knowledge article … automatically.
The AI also provides all relevant details after adding a basic level of information to a KA, saving valuable time and ensuring the content within the KA is as accurate as possible.
With Xurrent AI, anyone can create detailed and accurate KAs. But remember, before saving, please check for accuracy, completeness, and appropriateness.
AI Auto-Classification
One of the significant challenges in all ITSM solutions is correctly categorizing requests. In many organizations, 20% or more of requests are uncategorized, leading to longer ticket response and resolution times. Xurrent AI automatically categorizes all requests and provides the reasoning which led to the chosen category so that it can be tuned to become more accurate over time.
AI Automation Builder
Xurrent AI will automatically build a new automation based on a prompt. Simply describe in words how the automation should work, and Xurrent will automatically build it. This can save 5-30 minutes per automation. That adds up to massive productivity gains over the lifespan of Xurrent usage.
AI Auto-Translation
This feature allows every user or end customer to work using their preferred language. Our AI-driven, multi-language translation engine works behind the scenes, instantaneously translating requests, comments, and more into the preferred language of each team member or requestor – enabling seamless communication and cooperation across all regions.
Currently, Xurrent Auto-Translation supports over 57 languages.
