Business challenge
The IT department is bombarded daily with trivial internal tickets (password resets, VPN configuration, granting system permissions, connecting to printers), draining expensive engineering resources that should be working on strategic projects and cybersecurity.
DATUM solution
The conversational assistant is deeply connected to the ITSM procedure base and Active Directory. It guides employees step by step through interactive troubleshooting in a conversational format. It enables secure self-service access (such as automatic password resets) and forwards only specific and critical incidents, with full diagnostics already collected, to the System Admin team.
Business value
The number of helpdesk tickets requiring manual intervention was reduced by 40%, with dramatically faster resolution time and higher employee satisfaction with internal support.