Gartner Magic Quadrant: AI in ITSM 2024
Halo ITSM

Halo AI —
Designed to Work for You.

AI that adapts to your workflow, automating tasks and surfacing insights so your team can focus on what matters. 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
Active

Your intelligent ally for faster, smarter service.

Ask Halo AI anything...
AI Triage
Priority 2 assigned
✓ Complete
Similar Cases
3 matches found
Found
Knowledge Base
Article generated
Generated
Sentiment Analysis
Customer sentiment
Satisfied (8/10)
AI Summary
Halo AI has analysed the request, found relevant solutions, and generated a recommended response.

Native to Your Platform, Not an Add-On

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 by 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.

AI is reshaping how service management works — and unlike most SaaS platforms that place it 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. Suggested priority, type, tonality, and satisfaction score are surfaced instantly.

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. 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. Apply past fixes to 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 so agents can 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 condenses 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: transfers to a human agent 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.

Halo ITSM 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

Halo ITSM 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.

Getting AI Right

The honest truth
about AI ROI.

Most AI business cases are built on the wrong premise. Here's what the evidence actually shows — and how to set yourself up to succeed.

Quality, not headcount

Recent research shows that organisations implementing AI in service management are not seeing significant workforce reductions. What they are seeing is measurably better quality of service — fewer repeat incidents, more consistent resolutions, stronger problem management. Build your business case around quality improvement, not cost reduction.

Your AI is only as good as your data

AI doesn't generate new knowledge — it works with what's already in your system. If tickets are poorly documented, resolutions aren't captured, and your knowledge base is thin, AI amplifies that gap rather than filling it. The prerequisite for effective AI isn't the technology — it's data discipline. Investing in good logging, structured closures, and a maintained knowledge base is what makes AI powerful.

Empower first-line, don't remove it

The service desk agents working on tickets today are the people feeding the AI model for tomorrow. Removing first-line support to save cost cuts off the very learning loop that makes AI better over time. The smarter approach: use AI to free your team from the most repetitive tasks, so they spend more time on complex work — and document it better. That's the flywheel that improves quality continuously.

Why Halo includes AI at no extra cost

Halo made AI standard across every licence specifically to remove the ROI justification problem. If AI carries an additional cost, you're forced to build a business case around financial return — which pushes you toward the wrong metrics. When it's included, you can focus on what matters: using it, learning from it, and letting quality improvements speak for themselves over time. That's the right way to think about it.

FAQ

Frequently Asked Questions

What is Halo AI and how does it work?
Halo AI is a suite of artificial intelligence capabilities built natively into the Halo ITSM platform. It uses machine learning and natural language processing to automate ticket classification, suggest knowledge articles, predict resolution times, and surface insights from service data — all without requiring third-party AI tools or integrations.
Do I need technical expertise to use Halo AI?
No. Halo AI is designed to work out of the box within your existing Halo ITSM environment. Allied ESM configures and optimises the AI features during implementation, so your team benefits from automation immediately without needing data science skills or custom development.
Can Halo AI replace our service desk agents?
Halo AI is designed to augment your team, not replace it. It handles repetitive, time-consuming tasks like ticket routing, first-response suggestions, and data entry — freeing agents to focus on complex issues that require human judgement and relationship management.
How does Halo AI improve over time?
Halo AI learns from your specific service data. As more tickets are logged, resolved, and categorised, the model becomes increasingly accurate at predicting categories, flagging anomalies, and recommending next best actions — meaning performance improves the longer you use it.
How should we measure the ROI of Halo AI?
The most common mistake is building an AI business case around headcount reduction. Research increasingly shows this overstates the benefit — you're unlikely to remove significant staff as a result of AI alone. What you will see is improved quality: fewer repeat incidents, more consistent resolutions, better use of your knowledge base, and higher end-user satisfaction. Measure AI success through service quality KPIs — resolution time, repeat contact rate, knowledge article usage, and CSAT — rather than trying to attribute cost savings that may not materialise.
Is Halo AI included in the standard Halo ITSM licence?
Yes — Halo AI is included as standard in every Halo ITSM licence at no extra cost. Halo's philosophy is all-inclusive pricing, and that extends to AI: every capability is part of the standard licence, with no paywalls and no feature tiers. By default, Halo provides its own built-in OpenAI connection free of charge. If you prefer to use your own OpenAI or Azure OpenAI credentials, that option is also available — but it is a choice, not a requirement.

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

Want to go further? Connect any AI tool directly to Halo.

New

Halo MCP lets ChatGPT, Claude, or Copilot raise tickets, search your knowledge base, log time, and action requests — directly, through conversation. No middleware, no custom code.

Explore Halo MCP

Also in Halo Platform

One licence. Every capability. Nothing to add on.

Halo AI Integrations Service Automation Reporting & Dashboards Project Management Enterprise Service Management Halo MCP Organisations

Official Halo Partner

Allied ESM is a pure play Halo partner — licensing, implementation, consulting & managed services.