Rezolve.ai positions itself as an "agentic AI service desk," with autonomous resolution of IT, HR, and finance requests as its core goal, emphasizing governance, auditability, and enterprise readiness.
Purpose Aimed at enterprise employee support scenarios, covering common requests across the three major domains of IT, HR, and finance. It is officially stated that about 70% of requests should not become tickets, and Rezolve.ai's goal is to achieve autonomous resolution before requests become tickets.
Key Capabilities
- Unified entry point: Employees can ask questions through Sidekick (the AI front door) in Microsoft Teams, Slack, email, web, and phone.
- Answer based on knowledge and execute: Answer from enterprise-approved knowledge, cite sources, and directly perform actions such as resetting passwords, provisioning software, booking leave, and submitting expenses.
- Voice support: Rezolve VoiceIQ answers calls.
- Explainable decisions: Explainability shows each step of the decision, including the process of understanding the question, classifying the request, and routing to which agent.
- Human ticket assistance: When a request requires a human, by the time the ticket arrives it has already been classified, summarized, sentiment-scored, had similar tickets found, and had a reply draft prepared; reply drafts are for review only and are not sent automatically.
- Automation building: Provides 29 ready-to-use automation flows, as well as 50 production-grade agents that can be cloned from the Marketplace; they can also be built in Agentic Studio. Automations include approval gates, audit trails, and rollback, and connect to enterprise systems through MCP.
- Automation opportunity discovery: DeskIQ can cluster 12 months of ticket history into opportunities ranked by automation potential, with expected impact; it supports conversational dashboards, allowing questions to be asked in natural language and charts to be generated.
- ITSM system of record: Covers complete ITSM practices such as incidents, problems, changes, requests, and JML, with assets and CMDB in the same platform. It can run standalone or retain ServiceNow with Rezolve.ai as the AI layer above it.
Enterprise-Grade Security and Compliance
- Traceable decisions: Who asked, what was done, which tools were used, and who approved it can all be searched, paginated, and attributed.
- Isolation and encryption: Strict multi-tenant isolation, database row-level security, AES-256 at rest, TLS 1.2+ in transit.
- Identity and permissions: Keycloak SSO (OIDC / SAML), domains divided by tenant, user → administrator → super administrator role gating.
- Resilience: Multiple LLM automatic failover, cascading fallback, 99.9% uptime SLA.
- PII redaction and DLP: Uses Microsoft Presidio to detect and anonymize sensitive data before it reaches the model.
- Data is not used to train models.
How to Use Users submit requests to Sidekick through the enterprise's existing channels (Microsoft Teams, Slack, email, web, phone); the platform answers based on approved knowledge and performs actions, handing over to human teams with full context when necessary. IT teams can view automation opportunities through DeskIQ, build agents in Agentic Studio, or use prebuilt flows and Marketplace agents.
Applicable Scenarios and Results It is officially stated that, across deployments, the deflection and autonomous resolution rate for common ticket types is 60–80%, and the handling time for tickets that reach humans is reduced by 25–35%. Customer testimonials mention that after-hours IT calls dropped from 90% to 10%, and about 30% of issues no longer become tickets.
Limitations Information such as pricing, specific plans, deployment timelines, and integration lists is not yet provided. The customer data and results officially presented are public claims, and specific results may vary by deployment.
