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INTELLIGENT AI SUPPORT FOR SERVICEDESK PLUS
MAIA Plus is an advanced add-on to the ManageEngine ServiceDesk Plus system that applies AI and Machine Learning technologies to streamline the work of Service Desk and Help desk teams.
MAIA Plus automates ticket handling, assigns tickets to technicians intelligently, and provides quick access to organizational knowledge, reducing response times and improving user experience.
SIMPLE REQUIREMENTS, FULL CONTROL
MAIA Plus runs on standard server infrastructure or in the customer's cloud and integrates directly with ServiceDesk Plus. It uses proven AI services (e.g., Azure OpenAI), making implementation fast and the solution stable and ready to scale as your organization grows.
YOUR DATA REMAINS YOURS
All data used by MAIA Plus - tickets, knowledge base, and AI-generated content - remains the sole property of the customer. The system learns only from data available in your environment, and MWT Solutions provides the technology and know-how without taking control of the information.
MAIA Plus - Key Benefits
Quick response right from the start (RAG & Auto-Response mechanism)
MAIA Plus does not leave the user in uncertainty. Thanks to the RAG mechanism, the system immediately analyzes the request, accesses the knowledge base, and prepares an accurate response.RESULT: In many cases, the user receives a ready solution within seconds - even before the request reaches the technician.
Pre-prepared next steps for the IT team
MAIA Plus starts working before the technician does. It analyzes the content of the request and adds a private note to the ticket with a clear list of technical steps to be taken.RESULT: Less time spent wondering “where to start,” more time spent actually solving the problem. The technician has a clear starting point from the very first minute.
Intelligent ticket assignment
The system automatically directs the ticket to the person who can best handle it thanks to our proprietary ML model - taking into account the team's competencies and current workload.RESULT: Better use of resources and shorter ticket turnaround times, without manual ticket distribution.
Clear and professional communication without effort
Technicians can focus on solving problems rather than formulating responses. The Clarity Rewrite feature converts technical descriptions into understandable, polite messages for end users with a single click.RESULT: Fewer misunderstandings, better user experience, and higher service quality ratings.
Search that understands the meaning of the request
MAIA Plus analyzes meaning, not just words. Even an imprecise description of the problem allows the system to find the right instruction or solution.RESULT: More effective service and fewer repetitive requests to the Service Desk.
A knowledge base that grows on its own
MAIA Plus learns from resolved tickets and suggests new articles for the knowledge base. Once approved by the administrator, they are immediately used by the systemRESULT: The organization builds knowledge with every problem solved - without additional work on the part of the team.
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