InvGate Service Management has evolved into a new version, one that represents a shift in how it handles intelligence, governance, and execution. With it, we aim to provide you with a solution that makes your organization AI-ready without the operational chaos that comes with adding artificial intelligence layers into existing processes.
This shift leverages improvements in knowledge creation (powered by the new AI Knowledge Discovery capability) and workflow automation to strengthen AI governance and omnichannel support.
The new version is currently available to all existing customers and to all of those exploring our trial instances.
The AI readiness gap
We've said this before: the marketing hype surrounding AI for IT is extensive. However, we have reached a point where AI usage is no longer optional; every company utilizes it in some capacity, and every vendor is incorporating AI capabilities into their products.
However, companies must have an operational foundation already in place for AI promises to become a reality, as well as the governance tools to control them. And this is a hardly addressed gap, but one that Gartner predicted: 40% of Agentic AI projects will be abandoned by 2027.
AI readiness requires a combination of governance, control, and knowledge. And that's what InvGate Service Management's new version delivers.
The two pillars of InvGate Service Management's latest update
The core philosophy of the new version centers on two principles: AI must be controllable without technical expertise, and execution must follow your processes, not replace them.
And here's how these pillars take form.
Knowledge Discovery
To govern an AI, you need to feed it with reliable information on your way of working. Typically, this can be done by allowing it to access the knowledge base. But often, the knowledge base is not updated and complete enough.
The Knowledge Discovery feature comes to change this. It automatically analyzes resolved tickets, identifying valuable knowledge patterns and generating reusable knowledge snippets that are fed to the Virtual Service Agent and the Solution Recommendation capability.
Once authorized users review and approve the snippets, they become immediately available, with no complex setup required.
Workflow governance
You now have control over the training; what you need next is control over the execution. Instead of the agentic AI trend, InvGate Service Management's new version proposes an alternative: a Virtual Service Agent that doesn't make autonomous decisions about how to execute processes, but that follows your pre-defined workflows.
This way, you have full governance of what the AI says and what it does, reducing risks while maintaining the speed benefits of automation.
To make workflow creation even more straightforward, the new version introduces Built-in Action Connectors, pre-configured integrations available directly in the workflow builder. These connectors save time by eliminating the need to configure web services manually, understand API endpoints, authentication methods, and JSON formatting; no custom development or API knowledge is required.
With these pillars in place, your Virtual Service Agent (available within the self-service portal, in Microsoft Teams, and on WhatsApp) will understand how your organization responds to questions and inherit all the governance mechanisms you already utilize in InvGate Service Management through workflow configuration.
InvGate Service Management's new version represents a different path forward for AI in Service Management; a path where you can do more without giving up control.
This is AI that serves your processes, learns from your team, and operates within boundaries you define.
If you want to test it for yourself, you can request a 30-day free trial here.
