AI Solutions for ITSM
AI for ITSM solutions are revolutionizing the way organizations manage IT support and services.
Crafter.ai's AI Solutions for ITSM — the AI Agents platform developed by the Italian company Athics s.r.l. — are intelligent agents based on generative AI and RAG technology that automate first-level IT support: they autonomously handle password resets, ticket creation and classification, access requests and resource provisioning, 24 hours a day. Native integration with Microsoft Teams and with major ITSM systems (ServiceNow, Jira Service Management, Zendesk, Freshservice) brings the help desk directly where employees work every day, in full compliance with GDPR. The result: IT specialists free up time from repetitive tasks to focus on high-value work, reducing downtime and increasing the productivity of the entire IT department.
Resolve 65% of tickets without human intervention
Natively connected to Microsoft Teams and ITSM systems
Accurate and secure answers thanks to the RAG system
BESTWAY EUROPE'S ITSM CHATBOT IN MICROSOFT TEAMS
The ITSM chatbot developed for Bestway Europe Spa supports the Level 1 IT Help Desk service for employees through Microsoft Teams integration, autonomously handling common requests such as Wi-Fi, password reset, VPN and network folders.
Success Storyimproved user experience
operational efficiency
IT team productivity
AI platform for ITSM
AUTOMATE FIRST-LEVEL IT SUPPORT
With Crafter.ai you can create scalable, always-on ITSM AI agents, significantly extending your IT team's operational capacity without increasing headcount.
Native Microsoft Teams integration brings IT support directly where employees work every day, without switching applications.
Via API, AI agents integrate with major ITSM systems (ServiceNow, Jira Service Management, Zendesk) and Active Directory for automatic account and permission management.
The agents cover core ITIL processes: incident management with automatic severity classification, problem management with correlation to known issues in the knowledge base, change requests and asset management, with intelligent escalation to L2/L3 teams.
The RAG system ensures all answers are based on your up-to-date corporate knowledge base, guaranteeing accuracy and compliance with internal IT policies.
Crafter.ai ITSM
Online · IT support in Microsoft Teams65%
Auto-resolved tickets
98%
SLA compliance
-45%
Resolution time
Tickets by category
SLA compliance — monthly trend
MEASURE YOUR IT SUPPORT EFFECTIVENESS
Crafter.ai analytics offer a complete dashboard to monitor IT support KPIs: automatic resolution rate, SLA compliance, average resolution time and ticket volume by category.
The dashboard allows you to identify IT processes with the highest request volume, optimize knowledge base content and measure the ROI of ITSM automation.
This detailed view supports strategic decisions, improves internal user satisfaction and increases the productivity of the entire IT team.
The integration of AI Agents transforms the ITSM model from reactive to proactive, anticipating user needs and reducing ticket volume through intelligent self-service.
Application overview
Discover the main applications of AI Agents for your IT support and how they can transform your business.
Self Service IT
Automates self-resolution of common issues, reducing IT team workload and improving employee productivity.
Password & Account Reset
Fully automated management of resets, unlocks and provisioning without helpdesk intervention.
Ticket Management
Automatic ticket opening, priority classification and routing to the correct specialist team.
IT Request Fulfillment
Automated workflows for resource provisioning, software installations and access management.
Analytics & Reporting
Real-time dashboard with performance KPIs, SLA metrics and insights to continuously optimize IT service.
FAQ & IT Policy
Always up-to-date knowledge base to automatically answer questions on procedures, security and compliance.
The AI technologies behind our platform
Crafter.ai combines the most advanced AI technologies to offer a complete and customizable solution for your IT support.
Integration Channels
Integrate Crafter.ai AI Agents on the channels most used by your customers.
What they say about us
The chatbot allows us to provide immediate support to our employees, drastically reducing downtime and lightening the IT team's workload.
The adoption of conversational AI has strengthened our omnichannel strategy and improved the user experience.
client companies
published case studies
supported languages
Frequently asked questions
What are AI Solutions for ITSM?
AI Solutions for ITSM are intelligent agents that automate first-level IT support through natural language. They handle tickets, password resets, access requests and IT FAQs autonomously, 24 hours a day, with native integration in Microsoft Teams and major ITSM systems.
How does Crafter.ai integrate with Microsoft Teams?
Through a native connector, Crafter.ai integrates directly into Microsoft Teams. Employees can open tickets, reset passwords, request access and get IT support directly from Teams chat, without switching to other tools.
Which ITSM systems does Crafter.ai support?
Crafter.ai integrates via API with major ITSM systems: ServiceNow, Jira Service Management, Zendesk, Freshservice and others. It also supports integration with Active Directory and Azure AD for automatic account and permission management.
How long does it take to implement an ITSM AI agent?
Typically 2-4 weeks for a basic configuration. Crafter.ai's no-code platform allows you to customize conversational flows and knowledge base without specialized technical resources, significantly accelerating go-live times compared to traditional ITSM solutions.
Is the Crafter.ai platform GDPR compliant?
Yes, Crafter.ai is fully GDPR compliant. The RAG system ensures all responses are based exclusively on your corporate knowledge base without sharing data with third-party models. User data is processed securely and in compliance with European privacy regulations.
Ready to transform your IT support?
Request a free demo and discover how Crafter.ai can revolutionize your processes with intelligent AI Agents.