Swish.ai Core Technology

Swish.ai was designed to fully leverage ALL internal ITSM data, and is a unique combination of:
6 Core Cognitive Engines
The Swish.ai HyperAutomation Intelligence Solution architecture seamlessly integrates with your existing ITSM tools and is comprised of 6 core cognitive engines such as NLP clustering and Business Process Mining, allowing you to leverage your historical ITSM data, and surface actionable insights such as process bottlenecks, recurring incidents, training opportunities, inefficient processes, and many more.
4 Core Platform Real Time Services
In addition to its 6 core cognitive engines, the Swish.ai HyperAutomation Intelligence Solution also includes 4 core real-time services such as Intelligent Process Automation and Abnormal Event Monitoring, allowing you to leverage real-time features such as Intelligent Ticket Routing and Automatic Problem Detection.
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Ticket Clustering

Swish.ai’s NLP technology allows the platform to read and understand each and every individual ticket. From this, it autonomously generates thousands of AI driven deep clusters (multiple levels of clusters and sub clusters) and names them using smart labelling technology, making it easy to group previously unassociated tickets and understand their overall impact on the ITSM organization.
  • Granular "Deep" Clustering (at least 4 levels)
  • Unsupervised SLU
(updated in real-time)
  • ITSM specific AI models
  • Structured and 
unstructured data
  • Collective learning
  • Smart Labelling

Business Process Mining

Swish.ai’s Business Process mining technology brings you unprecedented visibility into how your Service Requests, Changes & Problems are handled. When combined with the Swish Deep Clustering technology, business process mining enables IT organizations to increase service management efficiency: Getting end-to-end visibility into your processes and see how they are contributing to concrete business outcomes.
  • Ticket hops and ping pongs
  • Reconstruction & Analysis of every ticket's journey
  • Pattern analysis (agents, groups, states)
  • Identification of impact of hops on SLA, MTTR and other key KPIs
  • Chronic bottleneck detection
  • business_process_mining
  • analytics

ITSM Intelligence

Swish.ai transforms your existing ITSM operational data into both Tactical and Strategic intelligence that will help boost your ITSM organizations performance and KPIs.  Swish intelligence can be consumed by your teams in various ways such as; intelligence boards, email alerts, automated reports & notifications in Slack or Teams.
  • 100s of KPIs available for drill-down
  • Augmented ticket analysis and grouping based on NLP and smart labelling
  • Fully customizable intelligence boards
  • Intelligence boards template & catalogue
  • Visualisation platform agnostic
  • SLA/OLA deep analytics
  • MTTR insight and reduction
  • Quality of ticket handling by agent/group
  • Group/Agent metrics
  • C-SAT Insights &
E-NPS Scoring

Real-time Monitoring & Alerting

Swish.ai’s NLP technology allows the solution to read and understand each and every individual ticket. From this, it autonomously generates thousands of AI driven deep clusters (multiple levels of clusters and sub clusters) and names them using smart labelling technology, making it easy to group previously unassociated tickets and understand their overall impact on the ITSM organization.
  • Catchup meter to monitor constant changes
  • Push notifications in
Slack or Teams
  • Predictive spike & anomaly detection
  • SLA/OLA Breach Prediction
  • Monitor and manage issues before they escalate
  • Workload Mapping
  • alerts

Automation Intelligence

Swish.ai’s HyperAutomation solution mines, automates, and predicts the best course of action and then routes to the best-matched and most available IT agent. We ‘swish’ ticket assignments based on skillset and workload — eliminating bottlenecks and turning each agent into a true champion.
  • Autonomous ticket routing
  • Load balancing between agents
  • Identification of automation opportunities
  • Instant access to chatbot intent data
  • Push solutions and SOP to agent

A Single Integrated Agnostic Data Solution

ENTERPRISE GRADE

ENTERPRISE GRADE

Enterprise-grade Saas platform engineered to handle large data sets

FAST RESULTS

FAST RESULTS

Rapid initial system training allows impactful results within days

NO INSTALLATION

NO INSTALLATION

Deployed remotely with zero integration or installation needed on top of your existing delivery management system

SECURITY & COMPLIANCE

SECURITY & COMPLIANCE

Uncompromising data security already approved by Fortune 200 customers