Custom AI for service desks that clears tickets before an agent has to open them
Captures tickets from every channel your users already use: email, web and mobile forms, contact-center-logged requests. Every model call stays inside your region. Scoped and built around your ticket flow, inside the Jira Service Management you already run.
Our AI development track record
Four patterns show up in almost every organization supporting more than one market or unit. Most have at least two.
Where a third of your support capacity goes
Each unit keeps its own knowledge base
Somebody manages tickets. Nobody owns problems
L2 and L3 do L1 work
Intake is manual, and it arrives from everywhere
One intake path, one problem record
We start from your process. Not a feature list.
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- Capture: Tickets get captured in under 30 seconds, in the language the user thinks in.
- Deflect: The knowledge base gets searched while they’re still typing.
- Validate: Ticket completeness gets checked before anything reaches Jira.
- Route: Routing reads context instead of trusting a dropdown somebody guessed at.
- Consolidate: When a pattern repeats, related tickets collapse into one Problem record.
Where your data goes, in plain terms
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- Models run inside your perimeter: Inference happens in your region, on hardware you control.
- Anonymization happens before inference: Not after. Personal data is stripped from the payload on the way in.
- We pick the model against your constraints: Languages, latency, hosting, compliance. And we change it when those move. That call gets made together with you, at discovery, every time.
- Your Jira stays your Jira: Your projects, your knowledge base, your SLAs. Switch the AI layer off and the service desk works exactly as it did on Monday.
- The system flags its own uncertainty: Below the threshold agreed in the pilot, a human gets the ticket with the suggestion attached. A failed classification falls back to a general category in the L1 queue.
Same skeleton across all three of our AI service lines, so comparing projects means something.
- We map candidate processes and size the volumes.
- Prioritized use-case map with business value per case.
- We test the approach on your historical tickets.
- KPI report: automation rate, accuracy, where it failed.
- Working system on a limited ticket set or slice of traffic.
- Running system in your environment, measured on real traffic.
- Full categories, further markets, agent-facing features.
- System handed to your team to run.
- Monitoring, LLMOps, model and knowledge base upkeep.
- Ongoing operation on a review cadence you set.
Capability list
Everything the system does, and the mechanism behind each one. Filter it.
| Capability | How it works | What you get |
|---|---|---|
| Omnichannel intake | Captures requests from email, web and mobile forms, and contact-center-logged tickets into one flow. | One system regardless of how the request arrived. |
| Multilingual intake | Detects the ticket language, replies in it, translates for the handling team. | One process across markets, no per-country portal. |
| Voice input | Users dictate instead of filling a form. | Filing takes under a minute. |
| Language selection at login | Switcher saved to the session or inherited from system settings. | Same language across every function. |
| OCR and image analysis | Reads photos, invoices and documents, extracts key fields. | No manual retyping. |
| Knowledge base search | Checks playbooks for the category during intake. | Users resolve common issues themselves. |
| Diagnostic trees | Step-by-step guided troubleshooting on selected categories. | Fewer redundant questions per ticket. |
| Completeness validation loop | Thin descriptions get clarifying questions before filing. | Agents open complete tickets. |
| Chat history and context | Full conversation passed into the ticket description. | Nobody re-interviews the user. |
| Priority re-evaluation | Re-scores priority from wording that implies scope. | Priorities match real severity. |
| Priority and SLA mapping | Computed through the Service Desk API, mapped to Jira Cloud fields. | Preview matches the ticket. |
| Dynamic routing | Assigns location, team and tier from context. | Specialists stop handling L1 work. |
| Ticket preview before Jira | User reviews and edits before submission. Edits don’t create duplicates. | Fewer misfiled tickets. |
| Default category fallback | Failed classification routes to a general category at L1. | No ticket stalls on an undecided model. |
| Auto-resolution | Documented repeats get the fix proposed or applied. | Volume deflected before it reaches an agent. |
| Self-service resolution | Employees apply knowledge base solutions in the portal. | People fix things themselves. |
| Problem grouping | Detects patterns across volume, groups them into one root-cause Problem. | Mass incidents handled once, at the source. |
| Local data processing | Models run in your region, payloads anonymized before inference. | Data stays in the region. |
| Confidence threshold | Below the agreed score, an agent gets the ticket plus a suggestion. | Humans decide the hard cases. |
Testimonial
What our clients say?
By automating certain customer interactions, bank employees are provided with a prepared “semi-product”, which enables them to dedicate more time to personalizing and empathizing with customer communication, and thus taking even better care of their needs.
let’s get in touch
Contact our consultant
Book 1-on-1 consultation
Grzegorz Motriuk
Head of Sales | Application Development
Our consultant is at your disposal from 9 AM to 5 PM CET working days from Monday to Friday for any additional questions.
Questions we get in the first call
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Does this work with our existing Jira Service Management setup?
Yes. It runs on your Atlassian instance, your projects, your SLAs. Priority and SLA values map through the Service Desk API into Jira Cloud, so what the user sees in the preview is what lands in the ticket.
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Where is our data physically processed?
Inside your region, on infrastructure you control. Personal data is anonymized before the payload reaches the model. If your compliance team needs the architecture diagram before the workshop, ask and we’ll send it.
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What happens when the AI gets it wrong?
Three things catch it. Below 85% confidence, the ticket goes to a human with the AI’s suggestion. A failed classification triggers a fallback to a general category in the L1 queue. And the user sees the generated ticket before it’s submitted, so they can fix it themselves.
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Do we have to migrate our knowledge base?
No. The AI reads what you already have. Stage 1 usually involves cleaning it up (merging market-specific bases, removing duplicates), because retrieval quality follows knowledge base quality. That’s editorial work, not migration.
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How long is the pilot and what do you need from us?
Stage 0 runs on a narrow scope: a handful of categories in one area. From you we need access to a Jira test project, a sample of historical tickets, and one person from the service desk who can tell us which categories actually hurt. We scope the timeline in the workshop, against your volumes.
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Which languages are supported?
The portal ships with PL, EN and FR selectable at login, and intake auto-detects the language a ticket was written in. Adding a language is configuration, not a rebuild.
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Do you have security/compliance documentation we can use for vendor due diligence (audits, certifications, privacy)?
Yes. Deviniti’s Trust Center provides downloadable security and compliance documentation for vendor due diligence, including:
- ISO/IEC 27001 certificate (ISMS)
- ISO/IEC 27017 certificate (cloud security controls guidance)
- SOC 2 Type 1 report
- Privacy & Security Overview
- CAIQ Lite – Apps (Cloud Security Alliance questionnaire)
- Cloud Hosting Locations & Data Residency Options
- Information Security Policy (AUP)
For GDPR due diligence, Deviniti provides a Data Processing Agreement (DPA) under GDPR Article 28. As a general rule, personal data processing takes place within the EU/EEA. Where international transfers are necessary, Deviniti uses lawful transfer mechanisms (e.g., EU adequacy decisions and Standard Contractual Clauses) with additional safeguards. For products that support it, you can also choose service delivery exclusively via infrastructure located in the EEA.