Leveraging AI For Efficient It Incident Management: Automating Financial Operations for Improved Customer Experience

Wambua MJ, Alolo NE and Kimais NK

Published on: 2025-09-23

Abstract

The integration of Artificial Intelligence (AI) into IT Service Management (ITSM) represents a paradigm shift in operational processes, particularly in incident management. Traditionally, IT incident tickets are manually categorized, requiring significant time and resources to ensure efficient resolution and proper escalation. However, AI presents an opportunity to automate this classification process, thereby reducing human intervention and enhancing overall operational efficiency. This study explores the application of AI to automate financial operations within ITSM, specifically focusing on optimizing ticket classification to improve both incident resolution and customer experience. Using a dataset from an IT service provider in the nautical tourism sector, the study applies several enhancement techniques to assess their impact on AI model performance. Findings suggest that AI-driven improvements, such as enhanced semantic categorization and data quality optimization, can significantly elevate classification accuracy. These advancements not only streamline workflows but also facilitate cost-effective financial management, leading to improved customer satisfaction through faster and more accurate incident resolution. The research underscored the role of AI in refining ITSM practices and driving financial efficiency in customer service processes.