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Modernizing ITSM for the age of intelligence

Redefining IT Service Management for the AI Era

Redefining IT Service Management for the AI Era

Redefining IT Service Management for the AI Era

Infuse intelligence into every aspect of your IT service management. From proactive problem solving to enhanced self-service, discover the transformative power of AI within HCL SX.
Drive down costs and boost productivity with embedded AI and actionable insights. Prepare your organization for tomorrow, today.

Experience AI-Powered Service Management in Action


HCL SX provides tangible AI-powered capabilities in real-time. Your support teams will deliver consistent and efficient service, ensuring a positive impact to the business.

Virtual Support Agent

Virtual Support Agent

Virtual Support Agent

Our built-in Virtual Support Agent (VSA) powered by HCL BigFix AEX, allows users to ask what they want in a conversational way, asking questions and seeking assistance using natural language rather than navigating through menus and forms.

Virtual Support Agent is available 24/7, enabling users to log, view, and track requests through an intuitive conversational interface. It automates responses to FAQs and offers personalized guidance, empowering users to resolve issues independently across any channel.

Predictive Intelligence

Predictive Intelligence

Predictive Intelligence

Utilize AI-powered insights to automatically triage incidents such as prioritize, categorize, and assign. HCL SX speeds up resolution time and enhances first-touch effectiveness by smartly routing incidents to the appropriate teams and changing reactive support into a proactive, efficient process.

Anticipate issues before they escalate with predictive insights that detect likely incident reopenings, gather user sentiment signals, and flag impending SLA breaches. IT teams can take timely, preventative action—ensuring SLA compliance, minimizing disruptions, and enhancing service quality across the board.

AI Agent

AI Agent

AI Agent

HCL SX leverages autonomous AI agents to identify anomalies signifying critical incidents, initiate initial remediation processes automatically, and facilitate escalation routes guided by established rules and real-time context. These agents can independently collect and organize all pertinent data during the incident lifecycle, ensuring accurate documentation.

AI agents are smart, goal-oriented and capable of taking actions, rather than merely observing. They acquire knowledge, craft solutions, and address problems avoiding SLA violations, decrease incident volume, and enhance service desk efficiency.

Elevate Your Service Management with HCL SX

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increase in user satisfaction ratings

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boost in operational efficiency through AI-driven features

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improvement in first-touch resolution (FTR) rates

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increase in employee productivity

Core AI Technologies Behind HCL SX

At its essence, AI includes a range of technologies, such as:

Machine Learning (ML)

Machine Learning (ML)

ML is a branch of AI where systems can learn from historical data, recognize patterns, and forecast outcomes without direct programming. This ability is essential for predicting trends, enhancing resource distribution, and streamlining decision processes.

Natural Language Processing (NLP)

Natural Language Processing (NLP)

NLP allows systems to comprehend, analyze, and produce human language. This technology enables effortless interaction between people and machines, streamlines text-related activities, and reveals important insights from written information.

Generative AI (GenAI)

Generative AI (GenAI)

GenAI is a powerful force, enabling the creation of new content, automating documentation, and enhancing user experiences through conversational AI.

Agentic AI

Agentic AI

Agentic AI signifies a major advancement in artificial intelligence, independent systems able to sense events in the environment, make choices, and perform actions to accomplish particular objectives. It is designed to operate autonomously, making decisions and taking actions based on real-time data.

Let’s talk about what HCL BigFix Enterprise+ can do for your business

Experience the Difference That Truly Intelligent, User-Centric AI Can Make

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