SOLUTION OVERVIEWIT Operations Aviator
Transform service management with private generative AI

Elevate the userexperience
Empower users
to self-resolvecommon requests

In today’s experience economy, IT Service Management(ITSM) and Enterprise Service Management (ESM), which
extends ITSM to non-IT services, are focused on elevating theuser experience. But growing user demands, tasks, and risks
eat up all your time. Clumsy chatbots, clunky services, andoverburdened support agents result in poor user experiences.

Cut support costs
Free up overburdened agents
Keep data private
Deploy a privatelarge language
model (LLM)

Generative AI, a type of artificial intelligence that can create new content, has a bigrole to play in elevating user experiences. By providing contextual responses to user
requests in natural language, generative AI speeds up response times, improves
service quality, and frees up support staff to focus on more complex issues.
IT Operations Aviator is a generative AI chatbot that runs on a private LLM hosted
and operated by OpenText. Aviator helps users get the answers they need, when
they need them, without agent support or compromising the privacy of proprietarydata. When using our private generative AI chatbot service, you don’t have to worry
about your data entering the public domain or interacting with external tools.
Aviator seamlessly integrates with OpenText’s IT service management solution,
SMAX, and accesses data that is indexed on your SMAX instance (tenant), including
enterprise knowledge you have shared with SMAX. Aviator uses a Retrieval
Augmented Generation (RAG) architecture that relies on indexing and retrieval ofdata from a custom, private data store. It can generate new text by selecting andmodifying existing knowledge, rather than creating new content from scratch.
When users ask a question, Aviator finds and shares the right information based on
semantic matching. Access control filtering ensures that users are granted accessonly to information for which they have user rights.

Elevate the user experience
Empower users to resolve common issues, from IT to HR, on their own. Aviator serves
up human-like, contextually relevant answers tailored to specific roles, locations,or departments. Users can ask the smart chatbot questions at any time from theconvenience of a self-service portal.

Cut support costs
Free up overburdened agents by putting Aviator to work on Tier 1 support tasks.
Aviator can summarize enterprise knowledge, answer frequently asked support
questions, and guide users through automated services. With a smart chatbot
handling repetitive, mundane service requests, IT staff can finally focus on highervalue automation projects.

Keep data private
Use a private generative AI service and gain full authority over your proprietary data.
Protected by encryption and data access controls, data remains secure within yourenvironment and is not shared externally.

Aviator is a private, enterprise-relevant generative AI solution that gives you thepower to transform your ITSM. Choose Aviator for these reasons:• Aviator is use-case specific. It works with curated, domain-specific knowledge
to respond to user requests with reliable, enterprise-relevant answers. There are
no data latencies, as Aviator works with near real-time data.
• Aviator is embedded in SMAX. You don’t need to worry about integrating yourITSM with external generative AI services or building and maintaining your own
generative AI tool.
• Aviator is private. You decide what data to share with Aviator. Only indexed data,
which is encrypted and stored in your SMAX instance, is available to the Aviator
service. Aviator also enforces data access controls based on entitlement rules
within SMAX—so users have access only to information that aligns with theirroles, locations, and departments.

IT Operations Aviator

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Learn more about
OpenText AviatorsolutionsLearn about
OpenText SMAX

OpenText ITOperations Aviator

Aviator uses access control rules to share only information that is relevant to theemployee’s location.

A private, secure generative AI service
that runs on a large language model
operated and hosted by OpenText.

OpenText SMAX
A modern solution that uses AIand analytics to deliver a smarter
approach to IT service management,
IT asset management, and enterpriseservice management.

Aviator assists a user by suggesting next steps that are relevant to the request.

About OpenText
OpenText, The Information Company, enables organizations to gain insight throughmarket leading information management solutions, on premises or in the cloud. For
more information about OpenText (NASDAQ: OTEX, TSX: OTEX) visit: opentext.com.

Connect with us:• OpenText CEO Mark Barrenechea’s blog
• X (formerly Twitter) | LinkedIn

opentext.com/contact
Copyright © 2024 Open Text. All Rights Reserved. Trademarks owned by Open Text.
For more information, visit: https://www.opentext.com/about/copyright-information • 01.24 | 24786.EN

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