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AI-Powered IT Service Desk

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Great service starts with people - and the best AI ITSM software should amplify that, not replace it. 

Our AI service desk features are powered by Solvyr™, Sunrise's AI engine, built to solve faster, serve smarter and shine brighter.

And this is just the beginning...
We’ve got many exciting AI ITSM innovations in the pipeline, so stay tuned for what’s next.

Sunrise AI

Auto Triage

Auto Triage is the first of Sunrise’s new AI-powered ITSM features, designed to give your service desk a head start.
Auto Triage categorises and prioritises tickets instantly - ensuring precision, consistency, and speed from the very first touch. 

The results...

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Faster resolutions:
Tickets are triaged in seconds, not minutes, giving your analysts a head start on every request.

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Consistent, high-quality service:
Every ticket is handled to the same high standards, ensuring reliable outcomes no matter who picks it up.

knowledge

Smarter use of knowledge:
Existing fixes are automatically applied, preventing duplicate work and speeding up resolution times.

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Lower operational costs:
With less wasted time and fewer repeat issues, your service desk can do more with the same resources.

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Happier customers and analysts:
Users get quicker, more accurate responses, and a smoother overall service experience.

The Numbers That Matter:

Metric

Before AI Triage

With AI Triage

Improvement

Categorisation Time

3.2 minutes

 10 seconds

95% reduction

Categorisation Accuracy

 87% 99.8%

+ 12.8%

Average Resolution Time (ART)

1 day 4 hours 18 hours

25% reduction

Escalation Rate

 32% 21%

34% reduction

Customer Satisfaction (CSAT)

 3.8 / 5 4.4 / 5

16% improvement

SLA Compliance

 92% 97.5%

+ 5.5%

New Analyst Training Time

 12 weeks 7 weeks

42% reduction

(Based on deployment data)

Smart Resolution

Fixing the issue is only half the job, documenting it properly is what builds trust and knowledge. That’s where the Sunrise Resolution steps in.. It reviews and refines every resolution note, ensuring each one is clear, professional, and complete - in seconds.

The results...

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Consistent quality:
Every resolution is clear, consistent, and complete to the same high standard, every time.

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Happier customers:
Customers get clear, confident communication that builds trust.

knowledge

Smarter knowledge:
Strong, well-written notes build knowledge, prevent repeat issues, and help teams learn faster.

secure

Safe by design:
Sensitive details are automatically removed, ensuring safe sharing.​

_sharper triage

Sharper Auto triage:
High-quality resolutions improve triage accuracy and guidance.​

The Impact of This:

Knowledge Creator

All those beautifully enriched resolutions supported by Auto Triage and Smart Resolution? They're sitting in closed tickets. The knowledge is captured - but it's not shared. It's not in your knowledge base. It's not feeding back to the vector.

That's where Knowledge Creator closes that gap. Our latest AI innovation automatically transforms enriched incident resolutions into publish-ready, ITIL-compliant knowledge articles.

The results...

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Stronger self-service:
Customers and analysts find answers quickly. 

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Faster knowledge creation:
No more manual article writing.

knowledge

Continuous improvement:
Existing fixes are automatically applied, preventing duplicate work and speeding up resolution times.

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Safe and accurate:
Built-in checks prevent errors and enforce correct classifications.

consistent quality

ITIL-aligned standards:
Every article is consistent and follows best practices.

The Results Speak for Themselves:

Knowledge Boost 10× more knowledge articles produced every month
Creation Speed 95% faster article creation
Cost Reduction 82% lower production costs per article
Annual Savings £22,950 saved yearly from 50 articles/month.

Incident Deflection (Self-Service)

5% ticket reduction (conservative)

1,000 incidents/month → 50 deflected

£1,125 saved per month 

Survey Sentiment

Survey Sentiment closes the feedback loop on service excellence by turning survey feedback into clear, measurable insight. It reveals the true feeling behind every response - not just the rating - so you can spot hidden dissatisfaction, track CSAT trends with confidence, and take smarter, faster action where it matters most.

The results...

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Stronger CSAT:
Reveals genuine sentiment for accurate scoring.

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Trend tracking:
Tracks overall feeling weekly or monthly.

knowledge

Deeper insight:
Identifies true sentiment behind every response.

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Spot outliers:
Flags unusual feedback needing quick follow-up.

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Better improvement:
Drives smarter improvements across services.

The Impact of This:

More AI-powered service desk features coming soon!

Contact Us

Got a question? Get in touch!