An AI agent for IT support: it answers calls, resolves standard requests itself, and hands everything else over as a ticket. A solution from EIKI GmbH.

Which systems does KISS connect to?

Common ITSM systems such as Matrix42, ServiceNow, Jira, and Zendesk, as well as directory services for password resets.

KISS: the AI IT service system on the EIKI® platform

KISS answers IT support calls around the clock, resolves standard requests directly on the phone, and creates a clean ticket in the existing ITSM for everything else.

Go to KISS

How KISS works

1
Securely identify callers via phone number and PIN
2
Understand and classify the request
3
Resolve standard cases directly, for example a password reset in the directory service
4
Hand over everything else as a qualified ticket with a category
5
Monthly report, targeted refinement of knowledge base and skills

Channels and integration

Phone, chat, and email. Ticket creation in Matrix42, ServiceNow, Jira, or Zendesk.

In live operation

At Motor Presse Stuttgart, the KISS agent “KIM” handles first telephone contact for internal IT support. In the first month after go-live, 62% of genuine requests were resolved directly on the phone (73 of 117), and 28% were correctly handed over to the service desk as tickets. Source: go-live report, Aug 25 – Sep 25, 2026.

Case study on kiss4it.de

Frequently asked questions