Smarter ticket handling with AI and the new wave of orchestration

Connor Brewer, Principal Solutions Architect at Uzado, introduces an innovative IT help desk app created with AI in Tines, highlighting its potential to revolutionize workflow orchestration and automation in IT and security services. The app addresses inefficiencies in ticket handling by automating responses to routine IT requests, such as resolving audio issues during meetings, which constitute around 20% of all tickets. By streamlining these processes through AI triage and automated responses, the app saves significant time for L1 analysts, allowing them to focus on more complex tasks, while providing users with immediate solutions. This approach not only enhances user experience but also optimizes costs by reducing manual intervention in routine tasks. The app's flexibility allows it to be adapted across various departments, such as security and DevOps, further expanding its applications and impact.