Practical, governed AI in Alemba Service Manager (ASM): a conversational AI assistant for end users and analysts, AI insights you can summon on any ticket, and AI-drafted customer emails. All governed by your existing permissions, fully audited, and with the analyst always in control.
We have taken a deliberate, governed approach to AI in service management: one that helps analysts and end users work faster while keeping every decision in human hands. Here are the capabilities at work.
Summon AI Insights on any Call, Request or Task to get a proposed summary, priority, classification and customer sentiment. Every suggestion is advisory and every override is logged.
AI Insights
One click turns a long call history into a clear summary, so anyone picking up the ticket is instantly up to speed. Refresh it on demand as the ticket evolves.
AI SummaryAI drafts a customer-ready email in one of four tones you choose. The analyst always reviews before anything is sent, and the draft stays clearly marked as AI-generated.
AI Email ResponseA conversational AI assistant lets end users and analysts log, find, update and track tickets by simply describing what they need, across the Self-Service Portal, Core and Nano.
AI AssistantThe AI Assistant is in preview, with capabilities added as it rolls out.
Administrators manage every AI feature from a single screen: test the connection, brand each portal and toggle exactly which capabilities are switched on.
AI Administration
Distinct badges in the ticket timeline show what the AI did, why, and with what confidence. Hover any badge for the plain-English rationale, so nothing the AI touches is ever a black box.
Audit & traceabilityEvery AI feature runs on the same security, permissions and audit foundations as the rest of Alemba Service Manager. Suggestions are advisory, every AI action is logged, and nothing is sent to a customer without an analyst's say-so. You connect your own AI provider, so your data and your keys stay under your control.
Yes. Alemba Service Manager (ASM) includes AI capabilities across the Self-Service Portal and the analyst desktop, including a conversational AI assistant (currently in preview), AI insights and AI-drafted emails. They are built on ASM's existing security, permissions and audit foundations.
End users and analysts can log, find, update and track tickets in plain language, summarize a ticket's history on demand, and draft customer emails in a chosen tone. The analyst reviews every AI-drafted email before it is sent. The AI assistant is currently in preview, with capabilities added as it rolls out.
You connect your own AI provider using your own key. Only the data needed for a specific task, such as the text of a ticket being summarized, is sent for processing, over an encrypted connection. Your ASM data otherwise stays within your ASM environment under your agreed hosting and data-residency arrangements.
No. Your data is used only to carry out the specific task you have asked for, such as summarizing a ticket or suggesting a category. It is not used to train or retrain the AI model. Any use of your data for model tuning would require a separate, documented agreement.
The AI only works with data already held in your service management records, such as ticket descriptions, notes, email or chat content and sentiment. It does not need special-category data to function. You control how much information is sent for processing using data-minimization and configuration settings.
Yes. It respects each user's existing ASM permissions and partitions, every AI action is logged for audit, and AI suggestions are always advisory, so the analyst stays in control of every decision.
AI-generated content is clearly labeled wherever it appears, and every AI action is recorded in the ticket's audit history with the reasoning and a confidence indicator behind it. This gives you a full, reviewable trail of what the AI did and why, so nothing it touches is a black box.
Always. Every AI suggestion is advisory. Analysts can accept, amend or reject any proposed summary, priority, classification or sentiment, and every override is logged.
No. AI outputs are recommendations and assistance, not automated decisions. Suggested summaries, priorities, classifications and sentiment are shown to an analyst, who reviews, amends or rejects them. Final decisions that affect a service outcome always stay with a person.
Yes. Every AI feature is configurable and can be switched on or off independently from a single administration screen. This lets you enable only the capabilities you need and add others after your own security and privacy review.
Practical, governed AI, with the analyst always in control.
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