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AI-Powered IT Self-Service

Give employees an AI partner that catches problems before they notice and fixes them before they call. Pulse Resolve detects, diagnoses, and resolves 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, IT catches every issue before an employee notices it. With Pulse Resolve, that world is within reach. It flags trouble early, resolving it before it turns into a full breakdown and keeping optimization proactive and continuous. Whether the system catches something first or the employee feels it first, Pulse Resolve responds with equal speed, transparency, and control.

When the System Sees it First: Proactive Remediation

Pulse Resolve silently analyzes CPU, memory, event logs, and more every 30 seconds. 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.
Automatic Support Tickets: When IT intervention is required, Pulse Resolve generates a pre-populated ServiceNow ticket. The full technical context is already attached, so IT can start solving instead of investigating.
Localized Intelligence: All analysis is done locally to ensure data privacy, performance, and response speed.

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 trigger 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: Give employees the tools to solve low-level issues themselves and watch ticket volume drop.
Boost Mean Time to Resolution (MTTR): Replace support queues with instant AI remediation.
Smarter Escalations: When a human touch is needed, Pulse Resolve hands IT a prepopulated ServiceNow ticket with full context already attached.
Continuous Learning & Smarter Operations: 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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