Monday.com launches AI enterprise service management tool

The company monday.com has officially launched its AI-driven Enterprise Service Management platform, known as monday service, making it available for all customers following a successful beta phase.

This platform is designed to centralise service operations through AI-powered functionalities, streamlining workflows across various business departments such as IT, HR, and finance. Monday service aims to facilitate improved efficiency by automating workflows and breaking down departmental silos.

"Service teams have been challenged by reactive problem-solving and fielding tickets while also balancing manual workflows and disconnected systems," said Daniel Lereya, Chief Product and Technology Officer at monday.com. "Now, with monday service's intuitive platform, service teams can fast-track their operations from A to Z and proactively stay ahead of operational issues. monday service is a natural extension of our Work OS platform and, given the software consolidation trend continuing to rise, reinforces the value monday.com brings to our customers, as it can be easily adapted to serve multiple departments within an organisation."

The platform's AI capabilities are designed to enhance efficiency, as it features automation for ticket resolution, ticket classification, and smart ticket routing. Dean Swan, Vice President and General Manager of APJ at monday.com, highlighted the demand for AI in enterprise service management. "We're seeing a growing demand for AI in enterprise service management, driven by its ability to enhance efficiency, reduce costs, improve customer satisfaction, and meet modern expectations for speed and personalisation," he said. "We designed monday service with this evolution in mind, embedding AI into the platform to support faster decision-making, optimised team alignment, and customised service. By bringing IT, HR, finance, and other teams into a single, intuitive platform, businesses can break down silos, respond to challenges faster, and create more agile, service-driven organisations."

Since its initial launch in January 2024, monday service has successfully overseen the resolution of over 215,000 tickets. It offers several key benefits, such as AI-powered ticket resolution, automated ticket classification, smarter ticket routing, and real-time operational insights. These features are structured to allow service teams to manage and anticipate service demands effectively.

Grant De Waal-Dubla, Chief Information Officer at Cape Union Mart, shared his insights on the platform's performance. "For the first time, we have real-time visibility and data into IT performance across all areas," he stated. "monday service provides clear insights into the volume and types of requests, response times, and trends helping us continuously improve operations."

The company emphasises the adaptability and scalability of monday service, underscoring its no-code platform to save time and resources by eliminating the need for extensive training or costly software implementations. The platform's customisable customer portal also facilitates direct communication and service request submissions from end-users.