AI Chatbot for IT Incident Management & ITIL Workflows

Streamline incident reporting, tracking, and resolution with an intelligent AI assistant that automates ITIL incident management processes.

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Trusted by businesses worldwide

Why Incident Management Needs Automation

IT incidents—system outages, service disruptions, security breaches—require rapid response, clear communication, and structured resolution processes. Manual incident management creates delays in reporting, inconsistent prioritization, communication gaps, and compliance risks from poor documentation. Wonderchat's incident management chatbot automates ITIL workflows by guiding users through incident reporting, assessing severity and impact, creating incident records, coordinating response teams, tracking resolution progress, and documenting root causes. Train it on ITIL incident procedures, escalation matrices, communication templates, and post-incident review processes in 5 minutes. The AI handles incidents in 100+ languages, reducing mean time to report (MTTR) by up to 70%. IT operations and service desk teams gain faster incident detection, coordinated response execution, and complete incident documentation. The AI handles routine incident intake and status tracking while escalating major incidents, security breaches, or multi-system failures to incident managers. Transform incident management from reactive chaos into structured, ITIL-compliant resolution.

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Easy 5 minute set-up

How Wonderchat Works

ITIL Incident Workflows

Automated Incident Lifecycle Management

Guide users through complete ITIL incident workflows including initial reporting, impact assessment, severity classification, incident logging, response coordination, resolution tracking, root cause documentation, and post-incident reviews.

Incident detection and initial reporting

Impact assessment and severity classification

Resolution tracking and post-incident reviews

ITIL Incident Workflows

Automated Incident Lifecycle Management

Guide users through complete ITIL incident workflows including initial reporting, impact assessment, severity classification, incident logging, response coordination, resolution tracking, root cause documentation, and post-incident reviews.

Incident detection and initial reporting

Impact assessment and severity classification

Resolution tracking and post-incident reviews

ITIL Incident Workflows

Automated Incident Lifecycle Management

Guide users through complete ITIL incident workflows including initial reporting, impact assessment, severity classification, incident logging, response coordination, resolution tracking, root cause documentation, and post-incident reviews.

Incident detection and initial reporting

Impact assessment and severity classification

Resolution tracking and post-incident reviews

Status Updates & Communication

Automated Incident Communication

Provide real-time incident status updates to affected users, send proactive notifications during major incidents, coordinate communication with response teams, and maintain incident timeline documentation automatically.

Real-time status updates for affected users

Proactive notifications during outages

Automated communication with response teams

Status Updates & Communication

Automated Incident Communication

Provide real-time incident status updates to affected users, send proactive notifications during major incidents, coordinate communication with response teams, and maintain incident timeline documentation automatically.

Real-time status updates for affected users

Proactive notifications during outages

Automated communication with response teams

Status Updates & Communication

Automated Incident Communication

Provide real-time incident status updates to affected users, send proactive notifications during major incidents, coordinate communication with response teams, and maintain incident timeline documentation automatically.

Real-time status updates for affected users

Proactive notifications during outages

Automated communication with response teams

ITSM Integration

Train on ITIL Procedures & Incident History

Connect to ServiceNow, Zendesk, Freshdesk, or incident management platforms to learn ITIL procedures, escalation matrices, severity definitions, resolution patterns, and historical incident data for accurate, compliant incident handling.

ITIL incident management procedures

Historical incident data and resolution patterns

Escalation matrices and severity definitions

ITSM Integration

Train on ITIL Procedures & Incident History

Connect to ServiceNow, Zendesk, Freshdesk, or incident management platforms to learn ITIL procedures, escalation matrices, severity definitions, resolution patterns, and historical incident data for accurate, compliant incident handling.

ITIL incident management procedures

Historical incident data and resolution patterns

Escalation matrices and severity definitions

ITSM Integration

Train on ITIL Procedures & Incident History

Connect to ServiceNow, Zendesk, Freshdesk, or incident management platforms to learn ITIL procedures, escalation matrices, severity definitions, resolution patterns, and historical incident data for accurate, compliant incident handling.

ITIL incident management procedures

Historical incident data and resolution patterns

Escalation matrices and severity definitions

5-minute set up with our native integration

Automate Incident Management in 5 Minutes

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1

Create your AI chatbot – Pick the perfect AI model fit for your support needs.

2

Train AI with Docs, FAQs & Policies – Upload knowledge base files and site links.

3

Customise Workflows & Escalation Rules – AI handles what it can, and escalates what it can’t.

4

Monitor & Optimise with Analytics – See where customers get stuck and fine-tune responses.

Incident Analytics

Track MTTR & Incident Trends

Built-in analytics show mean time to resolve (MTTR), incident volume by category, major incident frequency, SLA compliance, resolution patterns, and recurring issues to optimize incident response and prevent future outages.

Mean time to resolve (MTTR) and detect (MTTD)

Incident volume by category and severity

SLA compliance and escalation metrics

Incident Analytics

Track MTTR & Incident Trends

Built-in analytics show mean time to resolve (MTTR), incident volume by category, major incident frequency, SLA compliance, resolution patterns, and recurring issues to optimize incident response and prevent future outages.

Mean time to resolve (MTTR) and detect (MTTD)

Incident volume by category and severity

SLA compliance and escalation metrics

Incident Analytics

Track MTTR & Incident Trends

Built-in analytics show mean time to resolve (MTTR), incident volume by category, major incident frequency, SLA compliance, resolution patterns, and recurring issues to optimize incident response and prevent future outages.

Mean time to resolve (MTTR) and detect (MTTD)

Incident volume by category and severity

SLA compliance and escalation metrics

Major Incident Escalation

Coordinate Critical Incident Response

Escalate major incidents—widespread outages, security breaches, data loss—to incident managers and response teams with full context including impact scope, affected systems, business criticality, and recommended response actions.

Widespread system outages affecting multiple services

Security incidents and data breaches

Critical business system failures

Major Incident Escalation

Coordinate Critical Incident Response

Escalate major incidents—widespread outages, security breaches, data loss—to incident managers and response teams with full context including impact scope, affected systems, business criticality, and recommended response actions.

Widespread system outages affecting multiple services

Security incidents and data breaches

Critical business system failures

Major Incident Escalation

Coordinate Critical Incident Response

Escalate major incidents—widespread outages, security breaches, data loss—to incident managers and response teams with full context including impact scope, affected systems, business criticality, and recommended response actions.

Widespread system outages affecting multiple services

Security incidents and data breaches

Critical business system failures

40+ Languages

Starts at $0.02/message

Available 24/7

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14-day free trial. No credit card required

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Industry Grade Compliance

Wonderchat is GDPR compliant and AICPA SOC 2 Certified.

FAQ

How does the AI chatbot streamline incident reporting?

Wonderchat guides users through structured incident reporting by asking clarifying questions ("Which system is affected?" "How many users impacted?" "Can you access the system at all?"), assessing business impact, classifying severity (P1-P4), creating incident records in your ITSM system, and automatically notifying appropriate response teams based on incident type and priority.

Can the chatbot provide real-time incident status updates?

Yes, users can ask "What's the status of incident INC0012345?" or "Is email service restored?" and receive real-time updates sourced from your incident management system. The AI also sends proactive notifications during major incidents, keeping affected users informed of resolution progress, workarounds, and estimated restoration times.

Does the AI follow ITIL incident management best practices?

Absolutely. Wonderchat trains on your ITIL procedures including incident categorization, priority matrices, escalation paths, communication protocols, and post-incident review processes. The AI ensures consistent, compliant incident handling across all reports, regardless of who submits the incident or which shift receives it.

How does the chatbot coordinate incident response teams?

When incidents are logged, Wonderchat automatically notifies appropriate response teams based on incident category, severity, and on-call schedules. For network outages, it alerts network engineers; for application bugs, it notifies development teams. The AI maintains incident timelines, coordinates updates between teams, and tracks resolution milestones.

Can the AI escalate major incidents requiring urgent attention?

Yes, Wonderchat identifies major incidents—widespread outages affecting multiple users, security breaches, critical system failures—and immediately escalates to incident managers with full context including impact scope, affected systems, business criticality, user count, and timeline. This ensures rapid response to high-severity situations.

How does the chatbot help with post-incident reviews?

After incident resolution, Wonderchat guides response teams through post-incident review processes by collecting root cause analysis, documenting lessons learned, identifying preventive actions, and storing findings in your knowledge base. This transforms incidents into learning opportunities, improving future incident prevention and response effectiveness.

FAQ

How does the AI chatbot streamline incident reporting?

Wonderchat guides users through structured incident reporting by asking clarifying questions ("Which system is affected?" "How many users impacted?" "Can you access the system at all?"), assessing business impact, classifying severity (P1-P4), creating incident records in your ITSM system, and automatically notifying appropriate response teams based on incident type and priority.

Can the chatbot provide real-time incident status updates?

Yes, users can ask "What's the status of incident INC0012345?" or "Is email service restored?" and receive real-time updates sourced from your incident management system. The AI also sends proactive notifications during major incidents, keeping affected users informed of resolution progress, workarounds, and estimated restoration times.

Does the AI follow ITIL incident management best practices?

Absolutely. Wonderchat trains on your ITIL procedures including incident categorization, priority matrices, escalation paths, communication protocols, and post-incident review processes. The AI ensures consistent, compliant incident handling across all reports, regardless of who submits the incident or which shift receives it.

How does the chatbot coordinate incident response teams?

When incidents are logged, Wonderchat automatically notifies appropriate response teams based on incident category, severity, and on-call schedules. For network outages, it alerts network engineers; for application bugs, it notifies development teams. The AI maintains incident timelines, coordinates updates between teams, and tracks resolution milestones.

Can the AI escalate major incidents requiring urgent attention?

Yes, Wonderchat identifies major incidents—widespread outages affecting multiple users, security breaches, critical system failures—and immediately escalates to incident managers with full context including impact scope, affected systems, business criticality, user count, and timeline. This ensures rapid response to high-severity situations.

How does the chatbot help with post-incident reviews?

After incident resolution, Wonderchat guides response teams through post-incident review processes by collecting root cause analysis, documenting lessons learned, identifying preventive actions, and storing findings in your knowledge base. This transforms incidents into learning opportunities, improving future incident prevention and response effectiveness.

FAQ

How does the AI chatbot streamline incident reporting?

Wonderchat guides users through structured incident reporting by asking clarifying questions ("Which system is affected?" "How many users impacted?" "Can you access the system at all?"), assessing business impact, classifying severity (P1-P4), creating incident records in your ITSM system, and automatically notifying appropriate response teams based on incident type and priority.

Can the chatbot provide real-time incident status updates?

Yes, users can ask "What's the status of incident INC0012345?" or "Is email service restored?" and receive real-time updates sourced from your incident management system. The AI also sends proactive notifications during major incidents, keeping affected users informed of resolution progress, workarounds, and estimated restoration times.

Does the AI follow ITIL incident management best practices?

Absolutely. Wonderchat trains on your ITIL procedures including incident categorization, priority matrices, escalation paths, communication protocols, and post-incident review processes. The AI ensures consistent, compliant incident handling across all reports, regardless of who submits the incident or which shift receives it.

How does the chatbot coordinate incident response teams?

When incidents are logged, Wonderchat automatically notifies appropriate response teams based on incident category, severity, and on-call schedules. For network outages, it alerts network engineers; for application bugs, it notifies development teams. The AI maintains incident timelines, coordinates updates between teams, and tracks resolution milestones.

Can the AI escalate major incidents requiring urgent attention?

Yes, Wonderchat identifies major incidents—widespread outages affecting multiple users, security breaches, critical system failures—and immediately escalates to incident managers with full context including impact scope, affected systems, business criticality, user count, and timeline. This ensures rapid response to high-severity situations.

How does the chatbot help with post-incident reviews?

After incident resolution, Wonderchat guides response teams through post-incident review processes by collecting root cause analysis, documenting lessons learned, identifying preventive actions, and storing findings in your knowledge base. This transforms incidents into learning opportunities, improving future incident prevention and response effectiveness.

40+ Languages

Starts at $0.02/message

Available 24/7

Start Free Trial

Start for Free

Start for Free

Start for Free

View Demo

View Demo

View Demo

14-day free trial. No credit card required

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© 2025 Wonderchat Private Limited

The platform to build AI agents that feel human

Product

Pricing

Customers

Security Portal

Changelog

Roadmap

Resources

Blog

Documentation

Affiliates

Careers

Tools

Features

Legal

Terms of Service

Privacy Policy

Cookie Policy

Usage Policy

GDPR

Site

Back to Top

© 2025 Wonderchat Private Limited

The platform to build AI agents that feel human

Product

Pricing

Customers

Security Portal

Changelog

Roadmap

Resources

Blog

Documentation

Affiliates

Careers

Tools

Features

Legal

Terms of Service

Privacy Policy

Cookie Policy

Usage Policy

GDPR

Site

Back to Top

© 2025 Wonderchat Private Limited