Pleasanton, CA, Jan 20, 2025

Enterprise service management is at an inflection point.

Mid-market organizations are being asked to deliver faster, more responsive IT and employee support, while managing rising costs, fragmented tools, and growing expectations from the business. Traditional ticket-based systems, designed for a different era, are no longer enough.

After extensive market research and hands-on evaluation, dotSolved partnered with Atomicwork to deliver what we believe is the most advanced Agentic AI Enterprise Service Management (ESM) platform available today — and to wrap it in a service model built for real-world outcomes.

Why Service Management Needs a Rethink

Across industries, we see the same challenges:

• Ticket volumes growing faster than IT teams can scale
• Long resolution times driven by manual triage and routing
• Tool sprawl across IT, HR, and Finance
• Poor employee experience and low self-service adoption
• Rising costs with limited visibility into ROI

Incremental improvements won’t solve these problems. What’s needed is a fundamentally different approach — one where AI doesn’t just assist humans but acts on their behalf.

Why Atomicwork

In our evaluation of the market, Atomicwork stood out for one reason: agentic AI.

Unlike traditional ITSM tools or chatbot-driven solutions, Atomicwork’s AI agents can autonomously take action across enterprise systems — resolving issues in real time, directly in the flow of work (Teams, Slack, email, browser), and without human intervention when appropriate.

This makes tickets increasingly irrelevant for employees and dramatically reduces manual effort for service teams.

Why dotSolved Makes the Difference

Technology alone does not deliver outcomes.

dotSolved owns the end-to-end transformation, combining Atomicwork’s platform with:

• Deep expertise in IT, ERP, CRM, and HRMS integration
• A global delivery model blending on-site alignment with near- and off-shore scale
• Outcome-based engagement tied to CSAT, MTTR, and automation, not hours billed
• Continuous AI optimization to ensure value improves over time

The result is an AI-powered Helpdesk Service that delivers:

• 25–40% ticket deflection through autonomous resolution
• Faster MTTR with real-time, in-context support
• Lower cost per request compared to legacy ITSM platforms
• Higher employee satisfaction through a unified service experience
• Secure, governed AI adoption, eliminating shadow AI risk
• Moving from Tools to Outcomes

This partnership reflects dotSolved’s broader commitment to AI-powered process transformation — helping organizations move from reactive operations to intelligent, autonomous service delivery.

If you’re ready to move beyond tickets and start delivering service at the speed of your business, we’d welcome the opportunity to connect.

Contact dotSolved to learn more and schedule a demo that showcases the real power of agentic AI in action.