Text classification with hierarchical taxonomies is a fundamental requirement in IT Service Management (ITSM) systems, where support tickets must be categorized into tree-structured taxonomies. We present a dual-embedding centroid-based classification framework that maintains separate semantic and lexical centroid representations per category, combining them through reciprocal rank fusion at inference time. The framework achieves performance competitive with Support Vector Machines (hierarchical F1: 0.731 vs 0.727) while providing interpretability through centroid representations. Evaluated on 8,968 ITSM tickets across 123 categories, this method achieves 5.9 times faster training and up to 152 times faster incremental updates. With 8.6-8.8 times speedup across batch sizes (100-1000 samples) when excluding embedding computation. These results make the method suitable for production ITSM environments prioritizing interpretability and operational efficiency.

There are several types of AI that can be used in ticket management system. One of the most common types is natural language processing (NLP). NLP allows AI-powered ticket management system to understand customer inquiries and respond appropriately. Another type of AI that can be used in ticket management system is machine learning (ML). ML allows ticket management system to learn from customer interactions and improve over time.

The latest technology partnership will support Morgan & Morgan's efforts to enhance IT services to its more than 3,700 distributed employees. An active user of ServiceNow's IT Service Management (ITSM) platform to manage daily IT requests, Morgan & Morgan required a ServiceNow-centric voice and call center solution to optimize the experiences for its employees while leveraging its existing on-premise environment. In addition, the organization was eager to apply Natural Language Processing (NLU), AI, and intelligent call workflows to solve for repetitive manual tasks to allow for a more efficient use of its IT Service Desk resources. "Our goal is always to provide an efficient white glove service for our Attorneys and staff so they can continue to provide the same efficient white glove service to our clients. To do this, we needed to find a voice solution that integrated with our instance of ServiceNow as seamlessly as possible to be an extension of the Service Desk team while empowering our end users", explains Ismael Tanon, IT Manager at Morgan & Morgan.

All the sessions from Transform 2021 are available on-demand now. Nearly all IT managers (93%) are currently exploring or deploying some level of AI to streamline help desk systems, according to a new report from Freshworks. Half of IT managers said they have already implemented AI tools. Nearly 70% of IT managers said AI is either critical or very important for upgrading and modernizing their service desk capabilities. Even so, respondents said there are certain prerequisites for AI-enabled solutions.

The AXELOS Best Practice Podcast – the essential (audio) guide to help you and your organizations create better outcomes while promoting best practice within IT service management (ITSM) and Programme and Project Management (PPM). Our two regular hosts, AXELOS’ ITSM Ambassador Akshay Anand and PPM Ambassador Allan Thomson, will speak to guests from a variety of backgrounds. They’ll share their insight, knowledge and opinion based on their own experiences and professional expertise. We’ll share a new episode with you twice a month. So, tune in and enjoy our podcast.

Enterprise cloud-based solutions provider ServiceNow today launched its Now Platform Quebec release, which the company says is designed to help enterprises innovate more quickly in a world changed by the pandemic. Quebec brings several new AI and machine learning-powered and low-code capabilities, including a predictive AIOps feature that anticipates issues and automates resolution and a virtual agent that provides guided setup and topic recommendations. "In today's challenging environment, organizations worldwide are pivoting fast, adopting new, distributed models of working and creating new workflow‑enabled ways of operating with more agile, resilient, digital enterprise value chains," Chirantan Desai, chief product officer at ServiceNow, said in a blog post. "Customers are relying on ServiceNow's Now Platform to deliver enterprise digital workflows, create new business models, enhance productivity and enable great customer and employee experiences in any operating environment. This newest version of the Now Platform further enhances the must‑have enterprise digital tools customers need today."

On November 30th, ServiceNow announced an estimated $500 (CAD) million acquisition of Montreal, Canada based startup, Element AI. Key products include an AI-assisted insurance underwriting workflow software known as Underwriting Partner and a data set management platform for manufacturers known as Knowledge Scout. In a blog post, Element AI"s co-founder and CEO noted "Element AI will help ServiceNow deliver workflows that learn more efficiently from smaller datasets, improve the quality of existing AI capabilities like content and language understanding, and expand new capabilities like image recognition and cognitive search." Gagné also pointed out this level of integration would help users "summarize information, make predictions and recommendations, and automate repetitive tasks," As ServiceNow's fourth AI acquisition in 2020, CEO Bill McDermott and Chief AI Officer, Vijay K Narayanan, has doubled down on the investment and future of the platform with the build out of Now Intelligence capabilities along with the acquisitions of Loom Systems, Passage AI, and Sweagle. For ServiceNow, that is on the quest to become the universal workflow platform for the enterprise, it is the game changer that will attract CxOs to its platform.

In the movie "Outsourced," a call center manager named Todd is asked to train his replacement as his company moves its call center from Seattle to Mumbai. Throughout the movie, his singular focus shifts from reducing the team's "minutes per incident" to building a strong team culture that makes employees happier and more productive (not to mention funnier!). It's a great movie but one that hasn't quite stood the test of time. Today, the best way to save money is not by outsourcing, but by moving customer service operations and infrastructure to the cloud. This reduces the time and cost of setting up and running a service desk while providing built-in artificial intelligence (AI) and a great agent workspace experience.

ServiceNow Inc. is beefing up its artificial intelligence development capabilities with the acquisition today of a company called Element AI Inc. that's widely known as one of the pioneers in the field. Montreal-based Element AI launched back in 2016 as a professional services firm focused on helping traditional enterprises implement machine learning. The startup garnered significant industry attention from the outset thanks in part to its high-profile co-founder, the well-known deep learning researcher Yoshua Bengio, who won the Turing Award in 2018 for his contributions to the field. Element AI has gradually expanded its focus since its launch by creating a fund to support fellow machine learning companies and introducing ready-made AI tools. The company's offerings include Knowledge Scout, a search engine for manufacturers that speeds up the diagnosis and repair of production line issues by giving technicians relevant information about previous incidents with similar characteristics.

SANTA CLARA, CALIF., Nov. 30, 2020 – ServiceNow (NYSE: NOW) today announced it has signed an agreement to acquire Element AI, a leading artificial intelligence (AI) company with deep AI capabilities and some of the world's brightest AI minds. Element AI will significantly enhance ServiceNow's commitment to build the world's most intelligent workflow platform, enabling employees to work smarter and faster, streamline business decisions, and unlock new levels of productivity. A pioneer in the AI industry, Element AI has world‑class scientists and practitioners who will bring expertise in applying modern AI to text and language, chat, images, search, question response, and summarization and will accelerate AI innovation natively in the Now Platform. Element AI Co‑founder and Lead Fellow, Dr. Yoshua Bengio, a winner of the 2018 ACM A.M. Turing Award for his pioneering contributions to modern AI, will serve as a technical advisor for ServiceNow. With the acquisition of Element AI, ServiceNow will create an AI Innovation Hub in Canada to accelerate customer‑focused AI innovation in the Now Platform. The new investment deepens ServiceNow's commitment to the Canadian market, which has long been a leader in AI research and represents one of the world's most significant locations for AI talent.