How AI Agents Are Transforming Enterprise Service Request Management

Enterprise service requests are growing, not just in number, but also in terms of stakeholder expectations. Internal and external users – customers and employees – want faster support and quick resolution. Across the enterprise, the volume and urgency of requests are rising every day and managing them manually or through disjointed systems affects productivity and user experience.

That’s where AI agents make the difference.

The custom-built agents push tickets through a specified workflow, guide users by suggesting next steps, and enable them to expedite decision-making. Additionally, AI agents understand context, learn from past behavior, and resolve requests in real time.

The shift is already happening. A recent Cloudera report found that 96% of enterprises are expanding their use of AI agents to improve operations. The key benefits they can experience are:

• Faster turnaround on routine requests
• Improved visibility for service owners
• Standardized processes across departments
• Better use of resources with fewer manual touchpoints
• Reduced cost for the department

What Can AI Agents Do for Enterprise Service Request Management?

Manage Cases from Start to Finish AI agents handle every customer request, query, or complaint, from the first contact to resolution, in a structured, trackable way. Through real-time monitoring of all the approvals and validations, these agents enable the user to keep a check on missing or delayed requests. They trigger reminders or escalate automatically, if required. Intelligent summaries, auto-notifications, 360-degree view, and audit trails make it easier to stay informed and respond quickly.

Unify Conversations Across Channels

AI agents ensure consistent communication by unifying interactions across chat, email, SMS, and applications into one intelligent thread. They even do Sentiment Mining using advanced text analytics capabilities to provide valuable inferences into customer opinions and attitudes, along with 360-degree visibility and actionable insights via a unified dashboard. They also help route queries to the right teams, support scripting for call handling, and assist agents with relevant context. This leads to faster responses, fewer repeat queries, and better support experiences across the board.

Route Requests the Smart Way

AI agents use business rules, historical data, and real-time insights to route requests accurately and flag risks early, be it a delay, an inquiry, or a compliance concern. Additionally, requests are automatically triaged and routed based on department, urgency, or type, ensuring the right team handles them from the start. If there’s a delay, escalations are triggered to conform to SLAs.

Give Users More Control with Self-service

AI agents make it easy for employees to solve common issues, including resetting passwords, requesting access, or approving tasks, without raising a ticket. Through intuitive portals, chatbots, and conversational AI, users can raise service requests, search for information, and check request status in real time, across devices.

Use Cases of Agentic Service Request Solution Across Enterprise Teams

IT: Faster Tech Support Without the Backlog

From password resets to software access, AI agents handle routine tech requests instantly. They guide users through self-service steps, raise tickets if needed, and update users on the progress, reducing wait time and clearing up IT queues.

HR: Smoother Employee Journeys

AI agents help HR teams respond faster to a variety of requests, including onboarding, leave approvals, and benefits queries. They can trigger document submission, route forms for approvals, and keep employees informed, all without endless back-and-forth.

Facilities: Streamlined Requests and Quick Action

Booking meeting rooms, fixing broken equipment, or requesting supplies becomes seamless with AI agents. They route requests to the right team, track turnaround time, and send reminders so nothing slips through the cracks.

Finance, Admin, and Beyond

AI agents guide users through each step of clarifying an invoice or requesting travel bookings by pulling data from internal systems and flagging issues before they escalate.

Benefits of Enterprise Service Request Solution Across Industries

From streamlining internal operations to enhancing customer experiences, the agentic enterprise service request solution is making a tangible difference across industries:

• BFSI: Expedite loan processing, assist onboarding, and keep account updates seamless, all while reducing manual intervention
• Healthcare: Power internal helpdesks, simplify appointment handling, and ensure smooth coordination across departments and locations
• Government: Automate approvals, manage citizen service requests efficiently, and improve transparency in public service delivery
• Retail & E-commerce: Resolve product inquiries, returns, or delivery issues quickly, creating satisfying shopping experiences
• Telecom, Travel & Education: Handle a high volume of support requests across channels while maintaining consistency, improving collaboration, and reducing resolution times

Driving Enterprise Service Request Management Transformation with Newgen

Newgen’s Agentic Enterprise Service Request Management, built on the AI-first low-code platform, NewgenONE, empowers organizations to reimagine service journeys. Whether it’s internal employee service requests or external customer service queries, AI agents built on the NewgenONE Agent Studio deliver faster response time, reduced costs, and seamless service, without overhauling the infrastructure. They integrate easily with the existing system and bring improvements, without disrupting what works.

With tailored AI agents designed for a unique ecosystem, Newgen enables:

• Omnichannel interactions to meet customers and employees where they are
• AI-driven case resolution that adapts dynamically to the request context
• Intelligent exception management to handle even the most complex service needs
• Personalized experiences that drive satisfaction and engagement across touchpoints

Ready to transform your service request management with Newgen? Let’s get started.