Hornbill AI automates routine human tasks
Save time on daily tasks with practical AI-driven features that are easy to use. No setup or training required. Get value from day one.
Introducing HAi - our AI driven productivity tools.
- Save time - HAi shifts routine work from being a human task to a machine task - so people can focus effort on creative work.
- Help people - By automating routine tasks HAi improves productivity, reduces workloads, eliminates stress, and cuts staff churn.
Look for the HAi icon in the Hornbill platform to access AI-driven tools to help you get more done.
Next on our roadmap we'll be focusing on agent deflection - how AI can be harnessed to take over interactions and tasks that were previously performed by agents.
Read more: Hornbill AI Product Brochure

Hornbill creates capacity so our team can focus on more added value work which contributes to strategic objectives.”
★★★★★

Service management AI you can use today
AI assisted agents
Close tickets faster with instant access to a range of how-to solutions for common issues.
AI generated knowledge
Create non-technical content in seconds, empowering users to self-solve issues instead of calling in.
Enhanced content
Automatically create and edit content anywhere in Hornbill. Save time across documentation, curation and communication.
Why Hornbill…
Hornbill AI features
Automatic creation and modification of text content

Improve text content across Hornbill with automatic generation, checking, shortening, listifying, and tone changes. Available anywhere you can post text or comments.
Features:
- Ask HAi – Get step-by-step solutions to common issues.
- Change tone – Choose from 4 different tone options to apply to content.
- Improve text – Better grammar and clarity improves communication.
- Shorter text – Save time for people consuming and reviewing text content.
- Listify – Turn text blocks into step-by-step lists to accelerate outcomes.
Create a new knowledge article from a simple prompt

Agents and Knowledge Managers can create simple step-by-step how-to guides to cover common issues. Save time creating and finding knowledge.
Features:
- Automatically create and transform knowledge articles to grow and improve your knowledge base.
- Create an article to solve a common issue in seconds.
- Change the tone of new and existing knowledge content to suit different audiences.
- Shorten and listify articles to make them more efficient – save time when knowledge is consumed.
- Create technical knowledge articles for agent use and non-technical articles for end users.
- Create a knowledge article directly from an existing request timeline post.
Automatically generate user-friendly how-to guides from ticket records

Presents a resolution in a non-technical tone for service consumers to self-solve.
- Automatically generate a user-friendly how-to article from a post in a ticket timeline.
- Or simply paste a block of text into the Incident Resolution box and click Suggest Resolution to generate user-friendly content.
- Save time writing user-friendly how-to content.
- Empower end users to self-solve more issues - reducing inbound calls.
Summarize a request/ticket at the click of a button.

Auto-generates a summary of a record for quick handover to another agent, team or manager. One less task for your agents.
- One-click summarization of ticket details and actions.
- Clear summary enables rapid handover.
- Can be used on service request, incident, problem and change records.
- Allows editing before saving.
Powerful AI made simple
One-click activation
Look for the HAi icon
HAi features are embedded in Hornbill Service Manager - so they're right there when you need them. HAI features will help you with a wide range of tasks. Simply click the HAi icon wherever you see it to find out which features can help you work faster.
Content at the click of a button
Hornbill AI Lab
Our AI Lab is distinct from our main development team. It is 100% focused on building new AI-powered functionality - with no technical debt, refactoring, bug fixes, or patches to distract from innovation. The AI Lab team's mission is to inject AI power into every aspect of Hornbill to transform service experiences and service operations.