Swish

Swish.ai operates as a hyperautomation intelligence platform focused on the Information Technology Service Management (ITSM) market. Founded in 2017 by Arnon Yaffe and Sebastien Adjiman, the Tel Aviv-based company, originally named DeepCoding.ai, aims to enhance the efficiency of enterprise IT operations. The firm has successfully raised approximately $23.9 million in funding through multiple rounds, including a significant $13 million Series A in November 2021, led by Dell Technologies Capital with participation from Samsung NEXT and others.

The company's core business revolves around a cloud-based, AI-driven platform that integrates with existing ITSM tools, such as ServiceNow, to automate and optimize ticket resolution workflows. Revenue is generated through a subscription-based model. Swish.ai targets enterprise IT leaders and their teams, helping them shift from reactive problem-solving to a more proactive and predictive operational model. By leveraging a proprietary Data Enablement Layer, the platform unifies and enriches data related to IT work, processes, and personnel to create a comprehensive foundation for its AI agents.

The platform utilizes a combination of technologies including machine learning, natural language processing (NLP), business process mining, and its own Service Language Understanding (SLU). This allows it to analyze historical ticket data, identify bottlenecks, and automate the routing of service tickets. A key function is the autonomous ticket flow orchestration, which assigns each incoming ticket in real-time to the most suitable agent based on parameters like skillset, workload, and urgency. This process aims to reduce the number of times a ticket is passed between agents ('hops') and has been shown to decrease mean time to resolution by over 50%. The product suite includes several AI agents: the Self-Serve AI Agent for automation, the Orchestrator AI Agent for intelligent ticket routing, the Advisor AI Agent for providing strategic insights to leadership, and the MI Detector AI Agent for early identification of major incidents.

Keywords: IT service management, ITSM, hyperautomation, AI in IT, workflow automation, ticket resolution, process mining, autonomous orchestration, operational intelligence, enterprise IT solutions, service desk automation, AI-powered analytics, digital transformation, real-time intelligence, incident management, service delivery optimization, NLP in ITSM, machine learning, cost reduction, IT operational efficiency