> Source: https://www.ema.ai/itsm
> Title: AI Employees for IT Service Management
> Description: Ema's AI Employees automate your help desk enquiries through voice, chat, and email, resolving everything from ticketing to access and asset management end to end.

# AI Employees for IT service management

Ema's AI Employees automate your help desk enquiries through voice, chat, and email, resolving everything from ticketing to access and asset management end to end. Your team handles the exceptions, not the queue.

[Hire Ema for IT](https://www.ema.ai/hire-ema)

80% Requests resolved automatically

60% Faster time to resolution

24/7 Always-on IT support

How NTT Data is rebuilding the enterprise service desk with Ema

Abhinav Rajan

Global Head of Business, NTT DATA

## Log requests from every channel

Employees report issues the way they want. Ema meets them there, understands the request, and acts on it.

VoiceEmployees call the help desk and talk to Ema. It troubleshoots on the call, resolves the request, and logs the ticket automatically. ChatEmail

VoiceChatEmail

Employees call the help desk and talk to Ema. It troubleshoots on the call, resolves the request, and logs the ticket automatically.

## Request to resolution with Ema's AI-native ticketing

Unify helpdesk, access management, and automation platform with Ema's AI employees. Automate complex helpdesk queries, build custom workflows and automate them across 1000+ tools.

### Intake and Resolution

Answer from your knowledge base Ema answers questions from your docs, runbooks, and past tickets, so employees get help without filing a ticket. Resolve requests end to end Ema resolves requests from password resets, software provisioning, access requests, and troubleshooting, not just routes. Triage and routing When a request needs a human, Ema assigns it to the right engineer with the diagnosis and history attached.

### Ticketing and Asset Management

Track every asset Ema pulls asset data from your MDM, procurement, and identity systems into one record, and keeps it current as requests change it. Modernize ticketing with AI Use Ema as your ticketing system or sync two ways with ServiceNow, Jira, and a Public API using your existing stack.

### Access Management

Provision access with control Ema grants, tracks, and revokes access based on your policies and every decision writes to the audit trail.

## Build custom workflows without any code

Tell Autopilot what you need in plain language. It builds the workflow, connects your systems, and runs it. The long tail of IT tasks your team scripts can now be automated and built with a prompt.

Offboard a leaver: revoke access, reclaim licenses, ship the laptop back Offboard a leaver: revoke access

+ ↑

Generated workflow

Visual ›Code ›

Describe a workflow to get started Tell Ema what to automate above — it builds the steps for you.

Trigger · HRIS

Revoke access

Reclaim licenses

Approval

Ship device

workflow  "Offboard a leaver"  {
  trigger   hris.employee\_terminated
  step      revoke\_access     → okta, google, aws
  step      reclaim\_licenses  → saas.deprovision
  step      approval          @manager
  step      ship\_device       → logistics
}

Workflow ready 5 steps · Generative Workflow Engine Deploy

## Global 2000 companies trust Ema

Deploying employee assistants at scale across 250K employees

Ateet Jayaswal

Chief Culture & Employee Experience Officer

Shipping from concept to production in 4 weeks, across 20+ systems of record

Amee Desjourdy

Ex-CHRO

Reimagining contingent worker solutions with AI Employees

Matthew Rodger

CCO & Corporate Development Officer

[Read all case studies](https://www.ema.ai/customer)

## Trusted by design

Governance, privacy and compliance aren't add-ons. They're the foundation.

SOC 2 Type II

ISO 42001

ISO 27001

EU AI Act

GDPR

CSA STAR

ISO 27017

ISO 27701

On-prem & air-gapped deployment

Run Ema entirely in your environment - fully isolated when you need it.

RBAC/ABAC governance

Permission levels from organization to individual action, with PII detection and redaction.

Immutable audit trails

Every agent decision captured and traceable, with configurable Human-in-the-Loop approval chains.

[Visit our trust center](https://trust.ema.ai/)

## Work, done.

AI Employees for HR, IT and Finance.

[Start free trial](https://try.ema.ai/)[Book a demo](https://www.ema.ai/hire-ema)