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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.

consistent quality

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 Resolutions

Fixing the issue is only half the job, documenting it properly is what builds trust and knowledge. That’s where the Sunrise Resolutions 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

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

secure

Secure and compliant:
Sensitive data is automatically removed, keeping records secure and ready to share.

More AI-powered service desk features coming soon!

Contact Us

Got a question? Get in touch!