Leveraging Disruptive Technologies to Disrupt the Service Business

The Optimus intelliService spans the entire spectrum of “connectivity to insights.” A robust set of out-of-the-box connectors help ingest data across customer relationship management (CRM), Sales Force Automation (SFA), IT service management (ITSM), emails and document management systems (DMS) in a multi/hybrid cloud IT ecosystem. The product leverages disruptive technologies such as Cognitive Search, Conversational AI, Robotic Process Automation (RPA), and Augmented Analytics to provide a game-changing customer experience while empowering the service agents with sophisticated tools and analytics.

Automate complex workflows, handle advanced interactions, and take actions that your vertical needs.

  • Out-of-the-box intents and use cases for faster time-to-value
  • Built-in keywords, vocabulary, and nomenclature for quicker deployment
  • Workflow automation and configurable options
  • Flexible integration with heterogenous enterprise systems

Embrace an AI-driven productivity tool that can dramatically reduce support call volumes and cut service request resolution times across the customer service life cycle.

Business Benefits


Reduction in Support Volume


Reduction in Inquiry Response Time


Improvement in Service Team Productivity


Reduction in Ticket Resolution Time

Key Features

Data Connectors & Integrations

Extract data from any source in a multi/hybrid cloud IT ecosystem

  • Out-of-the-box connectors to extract data from leading ticketing, service management, and CRM systems
  • Easily connect any other home-grown or custom system
  • Write-back to source systems to ensure single source of truth

Conversational AI

Self-learning conversational agent for reducing call volumes and providing superior customer experience

  • Out-of-the-box intents for specific verticals/business functions
  • Support for multiple languages for global deployments
  • Automatic ticket creation and live agent handover for seamless interactions

Knowledge Mining & Analytics

AI-driven insights to improve operational efficiencies of service agents

  • Auto-discovery of intents from historical ticketing data and knowledge articles
  • Duplicate and similar tickets identification
  • Ticket assignment recommendations and volume predictions


Optimus - Intelligent Engineering Automation Platform


HCL Optimus: HCL’s Intelligent Engineering Automation Platform

i18N Support for Monitoring Applications

White Papers

Deflecting call volumes using HCL intelliService

Engineering Analytics


Latest AI Service Management insights from our solution experts