PLATFORM

AI-Powered IT Self-Service

Give your people seamless, intelligent support with agentic AI-powered IT self-service. ControlUp’s new Pulse AI detects, diagnoses, and resolves digital workspace issues autonomously, before they ever hit your queue. Empower employees with a dedicated AI support partner to eliminate low-level noise and refocus your team on strategic projects.

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From IT Tool to Proactive Digital Assistant

ControlUp Connect, powered by Pulse AI, transforms traditional support into an AI-powered, proactive IT support agent. Acting as a real‑time digital assistant, it connects the employee to the ControlUp DEX platform and continuously monitors performance, identifies anomalies, and guides users through fast, accessible resolutions. With built‑in agentic AI, employees stay productive while IT experiences fewer interruptions and more autonomous IT operations.
Two Paths to Instant Resolution
In an ideal world, IT would catch every bug before a user notices. With ControlUp, that world is within reach. Whether a problem is flagged by the system or felt by the human, the path to resolution is always intelligent, proactive, and autonomous.
When the System Sees it First: Proactive Remediation

Don’t wait for a crash or user complaint to happen. ControlUp Connect silently analyzes performance metrics across CPU, memory, event logs, and more every 30 seconds. It 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, provide consent, and maintain trust and security throughout the process.
  • Automatic Support Tickets: When IT intervention is required, ControlUp Connect automatically generates a prepopulated ticket in ServiceNow. It streamlines escalation by maintaining the full technical context.
  • 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,” users get instant AI-powered IT support without submitting a ticket or waiting for the help desk.

  • Conversational Interface: Users describe issues in natural language (e.g., “My Outlook is freezing”) to trigger an immediate diagnostic session.
  • Triggered AI Investigations: By collecting a wide range of metrics and recent environmental changes, ControlUp investigates the issue, identifies the cause, and automatically offers remediations.
  • Transparent & Accessible Support: The AI explains findings in plain language, validates fixes, and requires consent before taking any action.
Strategic Benefits for Your Business
  • Shrink Ticket Volume: Shift IT support “left” by empowering users to handle low-level troubleshooting.
  • Boost Mean Time to Resolution (MTTR): Achieve instantaneous remediation via AI rather than traditional support wait times.
  • Smarter Escalations: For complex issues that need a human touch, ControlUp Connect integrates with ServiceNow to automatically generate prepopulated tickets with full technical context.
  • Continuous Learning & Smarter Operations: Each fix reinforces Pulse AI’s pattern‑matching engine, improving future detection and enabling more proactive IT and autonomous IT operations.
Related Resources
FAQs
How does AI-powered IT self-service reduce ticket volume?
ControlUp Connect 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?
ControlUp 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?
ControlUp replaces static thresholds with AI-driven Anomaly Detection. By analyzing historical telemetry and seasonal usage patterns (such as morning login surges), Pulse AI establishes intelligent baselines. This ensures that IT teams are only alerted to statistically significant deviations, effectively suppressing "alert storms" and false positives.
Can AI identify the root cause of IT outages through natural language?
Yes. The ControlUp Connect 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?
ControlUp empowers Tier 1 and Tier 2 service desks through guided AI workflows protected by Enterprise safeguards. Using Role-Based Access Control (RBAC) and "human-in-the-loop" orchestration, the AI Assistant walks technicians through safe remediation steps. Every automated action is validated by the system and recorded in a full audit log to ensure security and compliance.
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