Hem / AI Assistant

Smart case management with Nilex AI Assistant

Effective case summaries in seconds

Do you recognize yourself in situations involving time-consuming, complex cases and long email conversations? Our AI assistant provides you with a case summary that allows you to quickly find the solution. The feature converts extensive correspondence and case threads into concise, easy-to-understand summaries that save valuable time. Advantages of automatic case summaries:

Quick overview: Get a clear picture of the case in seconds
Improved processing time: Less time reading, more time finding solutions
Personalized service: Tailored service based on customer needs and preferences.
Better case understanding: Never miss important details in complex cases

Automation of case management

Improved efficiency, productivity, and user experience

Improved knowledge management

AI assistant in NSP12 – Three ways to more intelligent case management

The AI function is included in all versions of Nilex NSP12. You choose how you want to run it.

What's included?

1. Self-hosted AI – Full data sovereignty (Ollama)

Ideal for: Organizations with strict security and compliance requirements, or those who simply want maximum control. This is a capability that traditional ITSM platforms do not offer out of the box.

2. OpenAI integration – Fastest way to get started

- You create and manage your own OpenAI account with full control over budget and privacy settings.
- NSP is configured with an API key
- Prompts contain relevant context from your cases and knowledge base
- Embedding vectors are securely stored in Milvus DB on NSP servers
- Data is processed in accordance with your OpenAI confidentiality agreement

Ideal for: Organizations that want to get started quickly without investing in infrastructure.

3. Azure OpenAI via Foundry SDK – Cloud power, enterprise control

Ideal for: Organizations already using Azure that want enterprise-grade compliance combined with the convenience of the cloud.

Why Nilex local AI is unique

While most ITSM platforms can be installed locally, they lack true local AI functionality. Their AI capabilities rely on external cloud services. Nilex's self-hosted option with Ollama gives you something rare: full AI capabilities without a single byte of data outside your control.

That's the difference between saying you have on-premises operations and actually having them.

AI Chatbot for users

Nilex's virtual assistant provides quick and accurate answers to customer questions using your own content. With the latest AI technology, you can streamline your workflow and increase customer satisfaction by automating dialogues with our AI-powered chatbot.

Full control and smart responses

Nilex's virtual assistant collects and integrates information from our FAQ and case history – to provide users with quick and accurate answers. By retrieving information directly from Nilex's knowledge base, this streamlined process ensures that every answer is based on the most relevant and up-to-date information, without delay.

Want to learn more about how a customer service case management system can boost your business?

Contact Nilex for a demo or download the full white paper today!