Gartner Magic Quadrant — AI in ITSM 2024
HaloITSM

AI Designed to
Work for You.

Harness AI that adapts to your workflow — automating tasks and delivering insights so you can focus on what moves the needle. Built in, not bolted on. Included as standard.

Talk to an AI Expert
Included / No extra cost
OpenAI & Azure / Powered by the best
Gartner Recognised / 2024

Halo AI

Intelligent Service Management

AI triage complete — Priority 2 assigned
3 similar cases found — resolution suggested
KB article generated from resolution
Sentiment: Satisfied — Score 8/10

Seamlessly Integrated into Your Platform

Halo has long been committed to providing a unified platform that simplifies IT service management across the entire organisation. With the introduction of AI, we're extending that commitment — offering advanced, built-in intelligence without additional licensing or modular fees. By making AI a standard part of the platform, Halo ensures that every customer, regardless of size or scale, can benefit from smarter workflows, faster resolutions, and more consistent service delivery.

At Halo, we believe AI will revolutionise Service Management — and unlike most SaaS platforms that place AI behind a paywall, Halo is completely committed to all-inclusive pricing. AI will always be included as part of the standard Halo licence, even as Halo continues to innovate and set the standard for intelligent service management.

Recognised in the 2024 Gartner® Magic Quadrant™ for AI in IT Service Management

What Halo AI Can Do

From smarter ticket routing to an AI-powered virtual agent, Halo AI covers every stage of the service lifecycle — automatically, and included as standard.

Smarter Ticket Routing

Halo AI evaluates urgency, impact, sentiment, and request context to assist with categorisation and team routing — reducing response delays and manual sorting.

Instant AI Summaries & Insights

Halo AI transforms long ticket threads into clear summaries with key facts, actions taken, and next steps — with suggested priority, type, tonality, and satisfaction score surfaced instantly.

Virtual Agent for Self-Service

The Halo Virtual Agent answers FAQs, guides users, and only escalates when necessary — via web chat, Microsoft Teams, or Slack. 24/7 help, zero wait time.

Similar Case Suggestions

Halo AI recommends related tickets and their known solutions — helping agents resolve faster and more efficiently. Leverage past fixes for current problems.

One-Click Article Creation

After issue resolution, Halo AI drafts knowledge articles using RAG — complete with structure, steps, and tags. Turn every fix into a reusable learning asset, automatically.

Sentiment & Emotion Detection

Halo AI scores tone and emotion, surfacing frustration, anger, or urgency — helping agents respond with empathy and speed. Understand the human side of every ticket.

AI Reporting & Analytics

Actionable insights powered by AI to improve decision-making and service performance. Let AI turn your operational data into clear direction for continuous improvement.

AI Insights — Incident #2206

AI Generated Summary

User cannot update Microsoft Teams due to a permission error on the M365 tenant.

AI Suggested Priority

Priority 2

AI Suggested Type

Incident

AI Tonality

Frustrated

AI Satisfaction

8 / 10

AI Suggested Resolution

Review M365 admin permissions for the affected user and re-assign the Teams licence.

Instant AI Summaries & Insights

Halo AI transforms long ticket threads into clear summaries with key facts, actions taken, and next steps — delivered in seconds. The moment a ticket arrives, agents and automations have full context from the start.

  • AI Generated Summary — instant, concise ticket context for every agent

  • Suggested Priority & Type — automatically classify incident vs request, and set urgency

  • Tonality & Sentiment — understand how users are feeling so teams can respond with empathy

  • AI Satisfaction Score — continuous feedback loop without manual surveys

Virtual Agent for Self-Service

The Halo Virtual Agent answers FAQs, guides users, and only escalates when necessary — available via web chat, Microsoft Teams, or Slack. Built on OpenAI and Azure OpenAI Assistants, it handles the full range of self-service interactions intelligently, without scripted menus. 24/7 help, zero wait time.

  • Knowledge search — searches your KB using Azure AI Search and formulates an accurate answer

  • Log an incident — captures details and raises a ticket on the user's behalf

  • Check & update tickets — gives users instant visibility of their open cases

  • Speak to an agent — seamlessly hands off to a human when the situation requires it

See it in action

Halo Virtual Agent

● Online

Hi! I'm having trouble accessing Microsoft Teams. Can you help?

I can help with that. I've searched our knowledge base and found a resolution. Would you like me to walk you through the fix, or log this as an incident for the IT team?

Please log it for the IT team.

Done — Incident #2207 has been raised and assigned to 1st Line Support. You'll receive email updates as it progresses.

Knowledge That Builds Itself

Halo AI helps your team convert resolved issues into draft knowledge articles — structured, tagged, and ready for review. It also surfaces the right knowledge at the right moment for both agents and end users, making knowledge-sharing easier and more consistent.

Public Knowledge Discovery

AI analyses the content of incoming tickets and surfaces relevant articles or solutions from the public-facing knowledge base — reducing agent intervention and improving self-service rates.

Internal Knowledge Discovery

Within your organisation, AI recommends relevant internal documentation and past resolutions to support agents — accelerating problem resolution and ensuring consistent responses.

One-Click Article Creation

After issue resolution, Halo AI drafts knowledge articles using RAG — complete with structure, steps, and tags. Fully controlled and reviewed by your team, so your KB grows with every closure.

AI Suggestions — Ticket #2206

Halo AI has selected this Category as it is frequently associated with similar service incidents. 3 similar incidents were found automatically.

Ticket #2211

Unable to update software

0.94

Ticket #2198

Teams permissions blocked

0.91

Ticket #2187

M365 licence assignment issue

0.87

Emotion AI & Smart Email Detection

Halo AI reads the human side of every interaction — understanding sentiment, measuring satisfaction, and even knowing when a "Thank you" is just a "Thank you."

  • Sentiment Analysis

    Every user message is assessed and summarised into how they are feeling — with a satisfaction score from 1 to 10 — giving service teams early warning of dissatisfied users.

  • AI-Powered Surveys

    Halo AI evaluates the agent-user conversation to generate a satisfaction score and summary — replacing traditional surveys with continuous, automatic feedback on every closure.

  • Thank You Detection

    AI detects when an incoming email reply is simply a "Thank you" and prevents it from re-opening a closed or pending closure ticket — eliminating false re-opens and keeping queues clean.

AI Survey Result — Ticket #2206

8

Good

AI Satisfaction Level

"Good. The issue was resolved but there was a small delay in getting it fixed."

Closure Details

AI Satisfaction Level Happy
AI Sentiment Analysis Positive
Closure Code Solved (Permanently)

AI Included. Always.

HaloITSM offers three AI connection options — including one that is completely free as part of your standard licence.

Recommended

Halo's OpenAI Connection

£0

Included in your Halo licence

HaloITSM provides its own connection to OpenAI, completely free of charge. No additional costs, no credentials required — ideal for customers wanting AI without extra expense.

Your OpenAI

Customer's OpenAI Connection

Usage-based via OpenAI

Bring your own OpenAI account for greater model control. Pricing is per token processed — estimated using OpenAI's pricing calculator based on your expected volume.

Your Azure

Customer's Azure OpenAI

Usage-based via Azure

Integrate your Azure OpenAI account for enterprise-grade infrastructure and data residency control. Costs depend on model choice and token volume via Microsoft's Azure portal.

Unlock Halo AI Across Your Enterprise

As certified Halo partners with deep ITSM expertise, Allied ESM helps you discover, configure, and maximise Halo AI for your specific environment — so you realise value quickly, not months down the line.

Talk to an Expert Explore Halo ITSM