Using Service Collaborator to manage incidents through autonomous actions
As an administrator, you can triage incident prioritization by defining rules to use the autonomous actions performed by Service Collaborator. Based on the rules, Service Collaborator analyzes eligible incidents and if required, modifies the urgency and impact to prioritize the resolution of those incidents. Through its analysis, Service Collaborator also provides best action recommendations to resolve incidents.
As a service desk agent, you can take informed decisions based on the best action recommendations that Service Collaborator provides to resolve incidents.
Sentiment analysis
Service Collaborator analyzes the language used by the end user in the incident description and subsequent updates to understand the emotional tone of the request. This includes identifying signals such as frustration, dissatisfaction, or urgency. Sentiment is treated as a contextual signal and is used to add qualitative insight to other analyses, such as urgency and impact prediction, especially when technical details are limited or unclear.
Triage prioritization through urgency and impact prediction
Service Collaborator autonomously analyzes the incident to support triage and prioritization.
It uses the incident description, summary, updates, and available context to predict the following parameters:
- Urgency: How quickly the issue needs attention
- Impact: How broadly the issue may affect users or services
For VIP users, Service Collaborator automatically adapts its prioritization behavior to ensure faster and consistent attention. While Service Collaborator still analyzes ticket data such as the summary, sentiment, urgency, and impact, VIP status acts as an override rule, ensuring the ticket priority is always set to High, regardless of the initially selected or calculated priority. Urgency and impact may still be recalculated based on negative sentiment or widespread impact, but the final priority does not depend on these values, as Service Collaborator autonomously enforces High priority for all VIP tickets without manual triage.
Best action recommendation
Service Collaborator, through auto enrichment, generates best action recommendations (BAR) as part of its autonomous analysis. BAR provides context‑aware guidance on possible next steps by analyzing the incident details and user inputs. It considers multiple signals such as incident description, information completeness, related knowledge articles, similar incidents, predicted urgency and impact, and user sentiment to investigate or progress the incident. If the incident lacks sufficient information, recommendations focus on information gathering rather than resolution steps. It detects the gaps and proactively follows up with the customer to collect the missing details.
Before you begin
Example of Service Collaborator performing autonomous actions
- As a service desk agent, access the potential incident.
- Click
to view the activity trail of an incident that qualifies for the rule set by the administrator.
- To view sentiment analysis, in the activity trail, navigate to the Sentiment analyzed section.
Service Collaborator, analyzes a negative sentiment based on the incident description and emotional tone of the request. It provides additional qualitative insights for triage prioritization through urgency and impact prediction. - To view urgency and impact prediction, in the activity trail, navigate to the Priority updated section.
Service Collaborator, updates the urgency from medium to critical based on the negative sentiment and need for immediate attention. It also updates the impact from significant to extensive based on a widespread issue. It finally updates the priority from medium to high by triage prioritization through urgency and impact prediction. - To view recommended steps to resolve the incident, in the activity trail, navigate to the Best action recommendation section.
Service Collaborator generates best action recommendations to guide you on possible next steps. These recommendations may include suggested diagnostic actions, references to similar incidents, or guidance drawn from known resolution patterns. - To resolve the incident make informed decisions based on analysis and recommendations provided in the activity trail.