# Which ITSM platforms use AI agents to resolve routine requests without adding staff?

<p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">Looking at <a class="a a--md" elv="true" href="https://www.g2.com/categories/it-service-management-itsm-tools">ITSM Tools</a> specifically for AI agents that resolve routine requests without requiring the service desk to hire more staff to keep up with volume.</p><ol>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/solarwinds-service-desk/reviews"><strong>SolarWinds Service Desk</strong></a><strong>:</strong> AI is embedded directly into agent workflows, including ticket summarization and resolution drafting, claiming up to 52% faster issue resolution. Does that number hold up once tickets get genuinely complex, or is it mostly on simple requests?</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews"><strong>OpenText Service Management Automation X (SMAX)</strong></a><strong>:</strong> Private generative AI chatbots let users self-resolve common requests with human-like responses, reducing the number of tickets that reach a live agent.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/ivanti-neurons-for-itsm/reviews"><strong>Ivanti Neurons for ITSM</strong></a><strong>:</strong> Predictive incident resolution and automated task orchestration aim to resolve issues before humans need to intervene.</li>
<li>
<a class="a a--md" elv="true" href="https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews"><strong>BMC Helix ITSM</strong></a><strong>:</strong> Embedded AI/ML automatically assigns and routes incident, problem, and change requests without manual intervention from a dispatcher.</li>
</ol><p class="elv-tracking-normal elv-text-default elv-font-figtree elv-text-base elv-leading-base elv-font-normal" elv="true">For service desks that added AI agent capability without adding headcount: did ticket volume per staff member actually change, or did the AI just handle a layer of noise that wasn't really taking staff time before?</p>

##### Post Metadata
- Posted at: 21 days ago
- Net upvotes: 1


## Comments
### Comment 1

&lt;p&gt;The metric I’d want here is true autonomous resolution rather than tickets merely summarized, classified, or routed by AI. For SolarWinds Service Desk, OpenText SMAX, Ivanti Neurons, or BMC Helix users, what percentage of requests can the AI complete end to end without an agent touching them? Password resets, access requests, and common troubleshooting would be especially useful examples.&lt;/p&gt;

##### Comment Metadata
- Posted at: 20 days ago
- Author title: Writer





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