AI for Agents - Ai Agent Assistant

A new, AI-powered agent experience

HAi Agent Assistant is a suite of AI powered tools that help agents at every step of the ticket process.

10x your resolve rate. Kill your backlog. Shift focus from routine work to meaningful problem solving that makes a difference.

Transform agent efficiency

HAi Agent Assistant

Every day, service desk agents lose hours navigating disconnected systems, repeating manual tasks, and searching for answers. AI-powered agent assistance changes this. Instead of acting as human middleware between systems, agents are guided by real-time insight, automated actions, recommended fixes, and contextual knowledge delivered in real time. Resolution times fall. Consistency improves. Burnout drops.

Faster support means less downtime, fewer interruptions, and better employee experiences across the organisation. The service desk evolves from a reactive bottleneck into an intelligent operational nerve centre that helps the organization move faster.

Boost ticket processing speed by 60%.
Reduce stress, burnout, and staff churn.
Shift focus from repetitive work to solving novel problems.
Reduce end user disruption.

Transform the agent experience. Scale up efficiency.

Instant, real-time insights

Eliminate time spent searching for information and knowledge. Hornbill pushes real-time contextual info to agents right in the ticket screen, including suggested fixes.

One-click resolution

Less time spent on manual fixes. Agents can activate an agentic-powered resolution process with a single click.

Automated ticket documentation

Eliminate time spent on ticket wrap-up. Instant generation of ticket summaries, knowledge articles, and customer communications lets agents hand-over and move on faster.

Why Hornbill…

We’re saving thousands of hours each year by automating low-value interactions.”

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Transformational AI for agents

HAi Insights

Real-time information in your ticket screen.

For routine issues, service requests and enquiries, HAi Insights eliminates time spent searching for contextual information and potential fixes. It's right there in the ticket screen as soon as the agent opens the ticket.

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HAi Agent Assistant

Conversational AI, built to support agents

Agents can ask questions in natural language and instantly surface the right knowledge, recommendations, historical context, and next actions without switching systems or searching manually.

Beyond answering questions, the AI can proactively suggest actionable fixes, update service management records, automate routine tasks, and generate real-time visual insights and charts on demand.

Agentic automation

Eliminate time spent on routine fixes

Enabled by Hornbill's codeless integrations HAi Agent Assistant can instantly action and test suggested fixes with a single click from the agent.

Agent deflection

Divert routine interactions to a conversational virtual agent for end users

AI virtual agents reduce repetitive ticket workloads by handling routine requests, surfacing relevant knowledge, automating actions, and gathering accurate information before escalation. This allows service desk agents to focus on complex, higher-value work, reduce cognitive overload, improve resolution speed, increase consistency, and deliver a better support experience without being buried in manual administration.