Overview
SOLVYA AI is an advanced AI-powered assistant that enhances knowledge discovery and support ticketing by integrating seamlessly within enterprise applications, such as Oracle Cloud. It eliminates the inefficiencies of traditional ticketing systems by providing users with a unified experience for searching documentation, generating AI-driven tickets, and capturing resolutions as knowledge base articles.
1. Key Features of SOLVYA AI
1.1 Embedded AI Assistant
SOLVYA AI is a browser-based plugin that can be integrated within applications using:
✔ Chrome
✔ Edge
✔ Firefox
Once embedded, it provides users with instant access to knowledge resources and support functionality without switching between different platforms.
2. AI-Powered Knowledge Base
2.1 Intelligent Search
Upon launching SOLVYA AI, users are welcomed with a knowledge base search where they can find:
✔ Company policies
✔ Help documentation
✔ IT and HR guidelines
✔ Oracle Cloud-specific information
Users can search using natural language queries, making it easier to locate relevant content.
3. AI-Enhanced Support Ticketing
3.1 Seamless Ticket Creation
If users cannot find the answer in the knowledge base, they can create a support ticket directly from within the application.
How it Works:
1️⃣ Click on the “Tickets” tab – View recent tickets or create a new one.
2️⃣ Describe the issue – Users can type or use AI-powered conversational input to draft a ticket.
3️⃣ AI Enhancements:
- Generates a meaningful ticket title
- Provides steps to reproduce the issue
- Defines expected vs. actual behavior
- Allows manual edits and additional details
4️⃣ Set Priority – The system syncs with existing ticketing platforms to bring in priority levels (e.g., Critical, High, Medium, Low).
5️⃣ Attach Supporting Evidence – Users can:
- Take screenshots within the app
- Record screen activity
- Upload log files and attachments
3.2 Integration with Existing Ticketing Systems
SOLVYA AI is not a standalone ticketing system—it seamlessly integrates with:
✔ JIRA
✔ ServiceNow
✔ Zoho Desk
✔ Other leading platforms (ongoing expansion)
This ensures that employees submit tickets with complete details, reducing follow-ups and delays.
4. AI-Driven Ticket Resolution
4.1 Real-Time Updates & Communication
Once a ticket is submitted:
✔ Support engineers receive complete, well-documented tickets, reducing back-and-forth communication.
✔ Users can track updates without switching applications.
✔ AI-powered responses help users provide clearer feedback on ticket progress.
Users can also update tickets by:
- Using AI-generated responses
- Attaching additional information (screenshots, videos, logs, etc.)
4.2 Closing the Ticket
Once an issue is resolved, the user can:
✔ Review and verify the resolution
✔ Provide final feedback
✔ Close the ticket with a reason for closure
5. Automatic Knowledge Base Creation
5.1 Capturing Resolutions as Knowledge Articles
One of SOLVYA AI’s most powerful features is its ability to convert resolved tickets into knowledge base articles.
How it Works:
1️⃣ Upon closing a ticket, the system prompts the user to save the resolution.
2️⃣ AI automatically generates an article using:
- Issue description
- Troubleshooting steps
- Resolution provided by the support team
- Any relevant discussion or updates
3️⃣ Users can categorize and tag the article for easy searchability.
4️⃣ The article can be saved as a draft or published based on company policies.
5.2 AI-Powered Search for Future Issues
Once published, these knowledge base articles become searchable by future users, helping them resolve similar issues without creating new tickets.
6. Key Benefits of SOLVYA AI
🚀 Unified Knowledge & Ticketing Experience – Employees can search, create, and track support requests all within the same application.
🚀 AI-Powered Ticket Generation – Reduces manual effort and ensures tickets contain all necessary details upfront.
🚀 Seamless Integration – Works with existing ticketing systems (JIRA, ServiceNow, Zoho, etc.).
🚀 Reduces Support Overhead – Eliminates redundant tickets by converting resolutions into a self-service knowledge base.
🚀 Faster Ticket Resolution – AI-driven documentation ensures engineers can triage issues quickly without delays.
Conclusion
With SOLVYA AI, organizations can redefine support efficiency by combining AI-driven knowledge discovery, ticketing automation, and self-service capabilities. Employees get instant answers, support engineers receive well-structured tickets, and companies build a smarter, more efficient knowledge-sharing ecosystem.