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At a Glance
NEC is a leading global technology provider delivering solutions that improve the way people work and communicate. Harnessing the latest advances in AI, NEC delivers integrated solutions for society to create new value for people, businesses, and society.
Research area
Expert GenAI
At a Glance
NEC is a leading global technology provider delivering solutions that improve the way people work and communicate. Harnessing the latest advances in AI, NEC delivers integrated solutions for society to create new value for people, businesses, and society.
Research area
Expert GenAINEC Corporation's cloud-based IT operations and service management platform helps organizations streamline system operations and improve service management efficiency. With AI-driven ticket intelligence technology, NEC’s ITSM customers can manage recurring issues more efficiently and improve service desk productivity.
From manual workflows to intelligent ticket management
Large volumes of unstructured service tickets make it difficult to identify related issues, reuse existing solutions, or prioritize requests consistently. As ticket volumes grow, these limitations slow resolution times, increase repetitive work across teams, and constrain scalability across IT and customer service operations.
Designed to enhance existing IT service management workflows, NEC Laboratories Europe’s AI-driven technology integrates with enterprise platforms through standardized APIs. In addition to integrations with systems such as Jira, it is now available within NEC’s ITSM platform, enabling customers to apply AI-powered ticket analysis within their existing service management environments.
Powering faster, smarter ticket resolution with AI
NEC’s AI-driven ticket intelligence technology turns unstructured ticket data into actionable insights, helping service teams identify related issues, reuse proven solutions, and focus expertise where it is needed most.
By embedding generative AI into daily operations, the technology helps NEC’s ITSM users identify duplicate tickets, reuse relevant past solutions, and prioritize issues more effectively within existing workflows, whether they are handling simple passwords requests or complex system failures.
Ticket intelligence technology: Key capabilities
AI-powered ticket analysis and resolution
Automatically identifies duplicate and related tickets within unstructured free-text data and recommends solutions for new tickets based on previously resolved cases.Ticket grouping
Clusters related tickets to improve routing efficiency and provide clearer context for support teams.Impact‑based prioritization
Helps assess urgency and business impact to support consistent prioritization across teams.Hybrid semantic and lexical search
Combines semantic understanding with text-based relevance matching for accurate ticket retrieval.Seamless ITSM integration
Designed to work with existing platforms such as ServiceNow and JIRA through standardized APIs.
Driving efficiency and scalability across IT service operations
Evaluations and pilot deployments demonstrated the value of this AI-driven approach to ticket analysis and resolution, particularly in improving access to relevant historical solutions, enabling more consistent outcomes, and making better use of expert resources. These results contributed to the decision to make the technology available through NEC’s ITSM platform, extending its AI-driven ticket intelligence to a broader customer base.
When we began developing this technology in 2025, we did not anticipate such strong global interest, spanning research collaborations and business opportunities across Europe and Asia. Its rapid deployment in Europe and commercialization in Japan confirmed a significant market need that continues to drive momentum today.
Key benefits
Reduced manual effort and improved scalability
Automation minimizes repetitive analysis and frees support staff to focus on complex, high‑value issues.Faster ticket resolution
Reuse of existing solutions accelerates response times for recurring problems.Improved consistency
Standardized, explainable ticket responses reduce inconsistency across service teams.Better knowledge reuse
Historical tickets become an accessible, actionable knowledge base.Enhanced service quality
Faster, more accurate resolutions improve user experience and trust.
Shaping tomorrow’s IT services
As part of NEC’s ITSM platform, NEC Laboratories Europe’s AI-driven ticket intelligence technology demonstrates how generative AI can deliver practical value in IT service operations today. It helps organizations streamline support processes, improve consistency, and build the foundation for more intelligent and automated service workflows.