AI Service Desk

An AI service desk utilizes NLP and machine learning to comprehend requests, automatically resolve common issues, and triage complex ones to the appropriate teams. It combines virtual agents, knowledge recommendations, and workflow automation to expedite resolution and enhance self-service.

Xurrent’s AI service desk is powered by Sera AI, embedded across workflows to encompass classification, routing, summaries, and fulfillment. Sera AI is not a bolt-on chatbot. Integrated AI helps teams deflect Tier-1 volume and cut MTTR while keeping humans in the loop for edge cases.

Traditional desks rely on manual intake and routing; AI desks automate intake, surface answers instantly, and trigger actions (like resets or approvals) via policies. You still escalate to people when confidence or risk requires it.

Xurrent’s Sera AI handles repetitive requests end-to-end and hands off with full context when needed. Because it’s native to the platform, tickets, knowledge, and automations stay in one system of record.

It shortens wait times, reduces ticket backlogs, improves first-contact resolution, and provides 24/7 support via chat/voice. It also lowers cost per ticket by removing manual toil and standardizing fixes.

Xurrent customers use Sera AI to auto-route, generate agent drafts, and enforce playbooks, resulting in measurable deflection, 50% faster resolution times, and up to 15% better CSAT scores within weeks.

Prioritize embedded AI (not a separate product or add-on module), accuracy in natural-language understanding, out-of-the-box automations, governance/guardrails, security attestations, and time-to-value. Integration with your ITSM, identity, and chat tools is critical.

At Xurrent, we ship with built-in Sera AI, no-code automations, and enterprise controls (ISO/SOC, BYOK). Most teams configure and go live in weeks.

No. It augments them by absorbing high-volume, low-complexity work and prepping context for complex cases. Humans focus on exceptions, empathy, and improvement. The goal is to free up human agents for more complex and strategical work, rather than having to reset a customer's password, which can be delegated to the AI agent and prevent the tedium behind context switching. 

Sera AI summarizes context, suggests next steps, and automates safe actions; agents approve or override with complete audit trails.

Password/access requests, software provisioning, status checks, how-to answers, ticket updates, and approvals. Advanced uses include knowledge drafting, change risk flags, and multi-step fulfillment via workflows.It shortens wait times, reduces ticket backlogs, improves first-contact resolution, and provides 24/7 support via chat/voice. It also lowers cost per ticket by removing manual toil and standardizing fixes.

Sera AI, built into our workflow automations platform, runs multi-step tasks across identity, HRIS, and endpoint tools with policy-based controls.

Track deflection %, FCR, SLA attainment, MTTR/MTTA, backlog age, and user CSAT. Monitor confidence-based handoffs to determine what the AI handles versus what it escalates to human agents.

In Xurrent, our teal-time dashboards and analytics attribute savings from Sera AI (time avoided, tickets deflected) and connect them to business KPIs.