Investment led by Dell Technologies Capital will fuel the company’s mission to reinvent the IT service management experience in every enterprise through hyperautomation and a more than 50% reduction in ticket resolution time
Swish.ai (formerly DeepCoding.ai), a hyperautomation platform for IT service management (ITSM) workflows, announced that it closed $13M in Series A funding led by Dell Technologies Capital with participation from Skywell Capital Partners, Samsung Next and existing investors StageOne Ventures and AxessVentures. The company will use the funding to expand and further invest in its proprietary technology.
“Service management is an obvious target for the emerging hyperautomation industry due to the rapidly growing ticket volumes and labor-intensive processes enterprises rely on today”
Enterprise ITSM is one of the most labor-intensive and costly IT functions. The massive acceleration of digital transformation has significantly increased IT ticket volume by 30%. In addition, the IT labor shortage is limiting the ability for enterprises to staff up to meet this growth, greatly increasing user wait time and negatively impacting productivity and employee satisfaction. This challenge creates a significant need for hyperautomation in ITSM.
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Swish.ai is the first hyperautomation platform that uses AI to apply autonomous ticket orchestration on top of existing ITSM workflows. With Swish.ai, all types of tickets — even the more complex ones — can be expedited in real time to the best agent available, removing bottlenecks, reducing ticket “hops”, and improving the average resolution time by more than 50%. The platform also provides service leaders with real-time, performance augmented analytics and strategic insights to proactively identify optimization opportunities and take the necessary actions.
“We founded Swish.ai with the belief that real value of hyperautomation isn’t just simple efficiencies but is instead the ability to turn the avalanche of data that’s being generated by today’s digital interactions into autonomous decisions which are smarter, faster and more accurate” says Sebastien Adjiman, Co-Founder and CEO at Swish.ai. “Our investors understand this and we’re grateful to have their support as we expand the availability of the game changing results our Fortune 500 customers and leading global MSPs have experienced to more enterprises. We believe Swish.ai is the perfect solution for any enterprise service and support leader, who is looking for a way to quickly utilize the benefits of hyperautomation to help them reinvent their current ticket process. The new company name reflects the increased speed and precision ITSM organizations can now effortlessly achieve when they use Swish.ai in conjunction with their existing service management tools to intelligently orchestrate ticket flows in real time.”
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The innovative approach Swish.ai has taken to add real-time intelligence to service request workflows ensures that enterprises are immediately able to capitalize on all the historical data hidden inside their ticket requests. Swish.ai utilizes its proprietary Service Language Understanding (SLU) and a unique combination of Natural Language Processing (NLP), business process mining, and machine learning to expedite ticket processing in real-time.
“Service management is an obvious target for the emerging hyperautomation industry due to the rapidly growing ticket volumes and labor-intensive processes enterprises rely on today,” said Yair Snir, managing director at Dell Technologies Capital. “Most organizations are struggling to make incremental improvements to their workflows and are thrilled when their KPIs show they’ve reduced their ticket resolution time by 1-2%. The Swish.ai team has already proven the value of hyperautomation for some of the largest companies in the world and we look forward to supporting and partnering with them on their next stage of growth.”
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