Launches Service Management Platform

service management platform has launched a scalable and intelligent service management platform for automating work accessible to every organisation.

New Service Management Platform, the Australian artificial intelligence (AI) service automation platform provider, has launched a new version of its smart service management platform that provides out-the-box support for both IT Service Desk and HR request management enabling organisations to scale service capacity, maintain service quality and deliver service consistency.

The new platform combines predictive search, natural language understanding and machine learning and is targeted at any organisation wanting to improve business productivity by breaking down divisional silos. It provides organisational leaders and managers with the ability to automate repetitive tasks and requests, dramatically improving customer satisfaction and business productivity whilst lowering operational costs and increasing revenue potential.

Up until now, users have been working with highly complex, operationally expensive forms-based service management systems that are largely reliant on human attention to manage work.   Rules-based logic has traditionally been used to facilitate automation.  However, this requires expensive, external services to implement and maintain. In addition, these complex customisations have resulted in ‘upgrade nightmares’, often taken months, and expensive projects to implement. 

Paul Heath, VP of Product Marketing,, said, “We’ve developed Soapbox targeting any employee that provides a support function to the business.  They typically still use email to manage internal work requests like HR and Facilities or have implemented products from Zendesk, Freshservice, Ivanti, ServiceNow and BMC.  Other organisations may also have business processes they wish to digitise as part of their digital transformation program but are unable to leverage existing tools and platforms due to cost.

Transformation for Form-Based Requirements

While Soapbox provides out-the-box support for both IT Service Desk and HR request management, the extensible platform allows users to extend Soapbox to support any forms-based work requirements. Any custom applications built on the platform immediately realise the benefit of the Soapbox AI engine to make work, smart and simple by observing, learning, augmenting and automating.

Natural language understanding capabilities enable Soapbox to understand the intent of the user, provide guided assistance to suggested knowledge or where required, assign the request to the correct group to resolve the request.  Using advanced virtual agent capabilities, Soapbox captures the request detail via a conversational dialog on the portal or directly through collaboration tools like Slack or Microsoft teams.  Users can also leverage the power of the Soapbox Platform to improve their ITIL or IT4IT process across Incident, Request, Problem, Change, Release, Configuration Management Database, and service level agreement.

“Essentially, we’re providing a more mature platform that provides a single system of record across the business with smart workflows and intelligent knowledge to help improve productivity and better support the business.  We believe that this will be attractive to any manager or executive who is focused on better supporting the business through improved service delivery, while managing budget challenges of lowering the cost of operation,” said Heath.

Leave a Reply