Hyperautomation platform Swish.ai has closed $13 million in funding led by Dell Technologies Capital. It will use the money to expand and further invest in its proprietary technology for IT service management (ITSM) workflows. Skywell Capital Partners, Samsung Next and existing investors StageOne Ventures and AxessVentures also participated in the funding round.

Enterprise ITSM is one of the most labor-intensive and costly IT functions. The massive acceleration of digital transformation has significantly increased IT ticket volume, by 30%. In addition, the IT labor shortage limits the ability for businesses to staff up to meet this growth. As a result, this greatly increases user wait time and negatively impacts productivity and employee satisfaction. This challenge creates a significant need for hyperautomation in ITSM.

Artificial Intelligence

Israel-based Swish.ai is the first hyperautomation platform that uses AI to apply autonomous ticket orchestration on top of existing ITSM workflows. With Swish.ai, all types of tickets – even the more complex ones – are expedited in real time to the best agent available to remove bottlenecks, reduce ticket “hops,” and improve the average resolution time by more than 50%. The platform also provides service leaders with real-time, performance augmented analytics and insights to identify optimization opportunities and take the necessary actions.

In addition, Swish.ai adds value to any existing optimization initiative such as intelligent bots, RPA or autonomous service desk solutions, the company says.

Swish.ai’s Sebastien Adjiman

Sebastien Adjiman is co-founder and CEO at Swish.ai.

“We founded Swish.ai with the belief that real value of hyperautomation isn’t just simple efficiencies but is instead the ability to turn the avalanche of data generated by today’s digital interactions into autonomous decisions which are smarter, faster and more accurate,” Adjiman said. “Our investors understand this and we’re grateful to have their support as we expand the availability of the game-changing results our Fortune 500 customers and leading global MSPs have experienced.”

Natural Language Processing

Swish says the approach it takes to add real-time intelligence to service request workflows ensures that enterprises are immediately able to capitalize on all the historical data hidden inside their ticket requests. Swish utilizes its service language understanding and a combination of natural language processing, business process mining, and machine learning to expedite ticket processing in real-time.

Yair Snir is managing director at Dell Technologies Capital.

Dell Technologies Capital’s Yair Snir

“Service management is an obvious target for the emerging hyperautomation industry due to the rapidly growing ticket volumes and labor-intensive processes enterprises rely on today,” Snir said. “Most organizations struggle to make incremental improvements to their workflows and are thrilled when their KPIs show they’ve reduced their ticket resolution time by 1-2%. The Swish.ai team proves the value of hyperautomation for some of the largest companies in the world and we look forward to supporting and partnering with them on their next stage of growth.”