Key Highlights
Motadata ServiceOps puts Ask AI in both portals: AI Agents and AI Teams find, update, and resolve tickets in plain language, grounded on your Knowledge Collections and live data, while Virtual Agent extends the same service to external channels. Smart Suggestions at a Glance Motadata ServiceOps Smart Suggestions trains an AI classifier on your own request history, not generic guesses, to route tickets accurately from the first request inside an ITIL 4-aligned platform.
Ask AI does real work on your records, so a question becomes a completed task right inside the chat window.
Find requests and check status in plain language: "show unresolved P1 tickets assigned to my team".
Then act on what comes back, no form required.
Update records directly from the conversation, changing priority, status, and assignment as it unfolds.
Duplicate identification and resolution research before raising new work, so no effort goes to tickets that already exist.
Summarize long ticket activity in one step, giving technicians full context, no need to read each reply.
One entry point from the top navigation bar, no form to hunt for, no separate module to learn first.
Reach the Ask AI button from both the Technician and Support portals, with the same access in each.
Talk to the AI Agents and AI Teams your organization has configured, grounded on Knowledge Collections and live ServiceOps data.
Pick a suggested action or type freely, each response drawing on attached knowledge, not a pre-scripted answer set.
Keep all conversations saved to history, ready to revisit, continue, or reference when the issue resurfaces.
When a request spans more than one department, hand it to a coordinator instead of chasing it between teams yourself.
AI Team selection for issues that cross departmental lines, where one agent’s knowledge is not enough.
A manager agent orchestrates the multi-step goal, assigning subtasks, routing each to the most-capable agent, and consolidating the outcome.
Execution of requests like employee onboarding that span IT, HR, and facilities, coordinated within one unified conversation thread.
Single AI Agent option for focused, single-domain tasks, keeping simple work fast.
The Virtual Agent meets employees where they already talk and turns those conversations into structured service desk work.
Offer conversational intake on Slack, Microsoft Teams, Telegram, Facebook Messenger, WhatsApp, Viber, LINE, and Google Chat.
Independent channel configuration with per-channel version gates governing which messaging platform features are available.
Guided chat flows that create a structured, classified ticket from each conversation, with no portal login required.
Technician escalation with the conversation context attached, on channels that support chat transfer.
The Virtual Agent on SaaS is gated on the AI Chatbot license.
Each response reflects your real environment because Ask AI reads from your knowledge and records, not a static script.
Ground each agent on Knowledge Collections: published Articles, uploaded Files, and crawled Websites.
Assembly as retrievable knowledge sources.
Draw on live ServiceOps data, so answers reflect the current state of requests, status, and assignment, not a stale snapshot.
PII Detection to mask or block sensitive content on input or output, keeping service inside your data policy.
Keep conversational service under the same governance as the rest of the platform, not a separate, unmanaged channel.
Intelligence
A portal form usually loses to email, a phone call, and the hallway ask. Employees who cannot find it use whatever is faster, leaving intake unstructured, unclassified, and invisible to the service desk. The backlog never reflects reality: tickets in the wrong category, duplicates because nobody checked, and requests surfacing days later as a frustrated follow-up.
Ask AI replaces navigation with conversation inside the portal, and the Virtual Agent extends it to the channels employees already use. Each exchange is a structured, routed ticket grounded on the platform's knowledge and data on creation, so technicians stop switching views for a record, status, and knowledge. Resolution happens in-channel, not an unlogged phone call, and technicians spend less time on context, more on the work.
How It Works
Open Ask AI from top navigation and select an AI Agent or AI Team based on task complexity.
Type requests in plain language. Agents ground answers on Knowledge Collections and live data.
Find, check, and update records directly in chat, from changing priority to updating assignment.
Team coordination:For complex work, AI Team manager agents coordinate subtasks between domain agents and consolidate output.
Virtual Agent guides external channel chat flows, auto-creating classified tickets from conversations.
Requests exceeding AI resolution capability escalate to technicians with full conversation logs attached.
All conversations, in the portal or out, captured as structured, routed service desk work the moment a request is made.
Role-Based Value
IT service runs as a conversation rather than a maze of forms, with each exchange captured as structured, governed work.
IT service runs as a conversation rather than a maze of forms, with each exchange captured as structured, governed work.
Stop losing intake to email and hallway asks that never enter the system.
Stop losing intake to email and hallway asks that never enter the system.
Find a record, check its status, update priority, and bring up the relevant resolution, all inside one chat window.
Find a record, check its status, update priority, and bring up the relevant resolution, all inside one chat window.
Raise a request in plain language on Slack, Microsoft Teams, WhatsApp, or the portal, no form to find, no login required on external channels.
Raise a request in plain language on Slack, Microsoft Teams, WhatsApp, or the portal, no form to find, no login required on external channels.
From Visibility to Control
Self-service resolved in the channel instead of deflected to email or a phone call that never enters the system.
Plain-language find, update, and resolve, entirely within the conversation, no module switching needed.
Fewer escalations, because duplicates and known resolutions appear early in the exchange, not after the work is logged.
Less context-switching for technicians, who get records, status, and history together in one thread.
Each conversation, in the portal or out, becomes a structured ticket grounded on the same governance.
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