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AI-Powered IT Self-Service

Give employees personal help desk support that catches problems before they call, within the policies that you define, and based on IT support models you trust. Pulse AI Resolve detects, diagnoses, and remediates digital workplace issues automatically, so tickets stop piling up and your team gets back to the work that matters.

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The AI Partner on Employees’ Devices

Pulse Resolve is an AI-native self-service hub that lives on employees’ devices and connects to the ControlUp ONE platform and Pulse AI engine. It monitors performance in real time, catches anomalies early, and guides employees to fast, clear fixes. They stay productive, and IT stays ahead of problems.

Two Paths to Instant Resolution

In an ideal world, every issue is solved before an employee notices it. With Pulse Resolve, that world is within reach. It responds to trouble before a breakdown occurs and can begin resolving right away. Whether the system catches the issue first or the employee does, it responds with equal speed, transparency, and control.

When the System Sees it First: Proactive Remediation

The system monitors performance metrics every 10 seconds across CPU, memory, and disk, while investigating event logs and registry directly on the device. It only alerts based on sustained breaches—not momentary blips—so “alert fatigue” is a thing of the past.

Autonomous Remediation: When an issue is detected, ControlUp initiates a chat, investigates, diagnoses, and fixes in real time. Users stay informed and provide consent to maintain trust and security throughout the process.
Full-Context Handoff: When escalation is needed, Pulse Resolve hands it to IT with all the technical context. Employees can escalate issues in one click, with the full investigation log included. Pulse Resolve can also auto-create tickets in ServiceNow, Jira, and Freshdesk, so IT starts solving instead of investigating.
Notification Governance: Caps and cooldowns limit how often employees see alerts, so they stay informed without tuning out.
Bulk Remediation: When an issue appears across multiple devices, IT can run the same investigation and fix across all devices in a single action.

When the User Feels it First: On-Demand Support

When applications freeze, performance lags, or something “just feels off,” employees get instant AI-powered IT support without submitting a ticket or waiting for the help desk.

Conversational Interface: Users describe issues in plain language, like “My Outlook is freezing,” to start an immediate diagnostic session.
Triggered AI Investigations: Pulse Resolve pulls in relevant metrics and recent environment changes to pinpoint the cause and recommend a fix.
Transparent & Accessible Support: The AI explains what it found and asks for consent before making any change.

Strategic Benefits for Your Business

Pulse Resolve turns proactive IT support into measurable business outcomes.

Shrink Ticket Volume: Equip employees with the tools to conduct basic troubleshooting, and watch your ticket volume drop.
Improve MTTR: Resolve many issues instantly with AI and reduce the time employees spend waiting in support queues.
Smarter Escalations: When human support is needed, Pulse Resolve creates a prefilled ServiceNow ticket with full context attached.
Continuous Learning: Every fix sharpens Pulse AI’s pattern recognition, making the next detection faster and the next fix smarter.

Related Resources

FAQs

How does AI-powered IT self-service reduce ticket volume?

Pulse Resolve reduces ticket volume by shifting troubleshooting "left" to the end-user. The agentic AI engine (Pulse AI) identifies performance anomalies—such as application crashes or CPU spikes—and initiates a conversational diagnostic session. It explains the issue in plain language and provides autonomous remediation, allowing employees to resolve technical friction without manual help desk intervention.

How can IT teams capture diagnostic data automatically during escalations?

Pulse Resolve eliminates manual log collection through context-rich AI escalations. When an issue requires human intervention, the system automatically generates a prepopulated ServiceNow ticket. This ticket includes the full technical context, including real-time metrics, event logs, and an AI-generated diagnostic summary, ensuring Tier 2 support has the data needed for instant resolution.

How does AI prevent alert fatigue and "noise" in IT monitoring?

Anomaly detection is powered by Pulse Detect, the engine behind Pulse AI's monitoring. By analyzing historical telemetry and seasonal usage patterns, such as morning login surges, it builds intelligent baselines and flags only statistically significant deviations, suppressing alert storms and false positives. Pulse Resolve then takes those insights and acts on them, guiding the employee to a fix or opening a ticket automatically.

Can AI identify the root cause of IT outages through natural language?

Yes. Pulse Resolve’s AI self-service hub uses a conversational interface to correlate cross-domain signals across device health, application performance, and network trends. Users can ask plain-language questions to receive a narrative-based root cause analysis, removing the need for manual correlation across multiple consoles or complex log files.

How does AI help Tier 1 support handle complex technical fixes safely?

Pulse Assist guides Tier 1 and Tier 2 technicians through safe remediation steps directly in-console, explaining what the signals mean and suggesting next steps. Any action requiring elevated access pauses for admin review before it proceeds, so IT maintains control at every step.

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