Hornbill HAi
AI-powered service management
AI-powered. People-governed.
Hornbill HAi brings practical, governed AI into the heart of service management. It helps agents resolve faster and gives employees instant conversational support. Behind the scenes, it reduces routine demand, creates reusable knowledge, and gives you the governance and data foundations needed to scale AI safely.
Agentic AI that improves work, reduces demand, and stays under control.
Boost human productivity
HAi helps agents and service teams work faster by giving them the context, recommendations, summaries, and automation they need to accelerate the flow of work.
Reduce routine demand
Let employees get instant support through natural conversations, while HAi deflects routine requests and reduces avoidable demand on service teams.
Scale AI safely
HAi gives organizations the governance, controls, auditability, and data readiness foundations needed to make AI adoption practical and trusted.
Agentic AI survival guide
7 things you need to know to achieve success with agentic AI in service management
The HAi suite
Resolve tickets faster
Give agents real-time insight, suggested fixes, summaries, and one-click actions so they can close more tickets, faster.
Deflect routine demand
Use conversational AI to automate routine interactions and tasks. Give your agents the capacity to drive new projects and service improvements.
Govern AI with confidence
Apply access controls, guardrails, audit trails, human approvals, and value reporting so you can scale AI safely.
Get your data AI ready
Assess, clean, normalise, and strengthen your service management data so AI has the reliable foundation it needs to perform across routine and advanced use cases.
Capture knowledge continuously
Turn ticket activity, resolutions, and support expertise into reusable knowledge that improves self-service, accelerates resolution, and strengthens future AI performance.
Not sure where to start with AI?
Take the AI readiness assessment to see if your data, workflows, knowledge, governance, and service desk foundations are ready for agentic AI.
10 minutes | 30 multiple-choice questions
What you get in the HAi suite
HAi Agent Assistant
Help agents resolve faster
HAi Agent Assistant gives service teams the insight, guidance, and automation they need directly inside the ticket experience. It helps agents understand issues faster, surface relevant knowledge, identify suggested fixes, and trigger agentic-powered actions without switching between systems.
It also generate ticket summaries, resolution notes, knowledge articles, and customer communications, reducing the time spent on manual documentation and wrap-up.
By removing friction from everyday support work, HAi Agent Assistant helps agents focus less on searching, writing, and repetitive fixes — and more on delivering fast, consistent, high-quality service.
HAi User Assistant
Give employees instant support
HAi User Assistant gives employees a faster, simpler way to get help through natural conversations. Instead of searching portals, navigating forms, or waiting in queues, employees can ask for what they need and be guided to the right answer, service, or action.
Available through familiar channels such as the Hornbill portal and Microsoft Teams, HAi User Assistant helps resolve routine questions, deflect avoidable requests, and reduce pressure on service teams. It improves the employee experience while freeing agents to focus on more complex, higher-value work.
Generative AI
Create knowledge and content as work happens
HAi Generative AI helps service teams save time, improve communication, and turn everyday service activity into reusable knowledge.
It can generate ticket summaries, draft customer updates, suggest resolutions, improve the tone and clarity of responses, and create knowledge articles from completed work. Instead of leaving valuable insight buried in tickets or dependent on manual documentation, HAi helps capture and structure it as part of the service process. This reduces repetitive writing, improves consistency, and strengthens the knowledge foundation needed for better self-service, faster resolution, and more effective AI adoption.
HAi Governance Studio
Govern AI with confidence. Scale AI safely.
HAi Governance Studio gives organisations the visibility and control they need to adopt AI with confidence.
It helps define who can use AI, what AI can access, which actions it can take, and where human approval is required.
With access controls, guardrails, agent management, audit trails, reporting, and value tracking, HAi Governance Studio keeps AI activity governed, transparent, and accountable.
Build the data foundation for agentic AI
Hornbill Flight Check is a unique, AI-powered data analysis service. It helps you assess, clean, and strengthen your service management data—so AI can deliver more accurate, trusted, and reliable outcomes.
