Sentira enhances ServiceNow ITSM with AI-driven sentiment intelligence that helps support teams identify frustrated users, prioritize critical interactions, and improve resolution outcomes proactively. Designed for enterprise service desks and IT operations teams, the application analyzes user sentiment in real time to automate escalations, optimize SLA response handling, and improve support experiences across Virtual Agent and incident workflows.

The application combines sentiment-aware automation, AI-assisted troubleshooting, knowledge article recommendations, and recurring issue detection within a unified ServiceNow experience. Sentira enables organizations to reduce manual triage effort, accelerate issue resolution, and improve user satisfaction by adding an emotional intelligence layer to traditional ITSM operations.

Unlike standard incident workflows that rely only on priority and SLA data, Sentira evaluates both user sentiment and operational context to drive smarter support decisions. Key differentiators include real-time escalation probability scoring, proactive SLA breach detection, automated problem creation for repeated negative experiences, and seamless integration with Virtual Agent and Google Gemini AI for intelligent troubleshooting guidance.

- AI-powered sentiment analysis for proactive incident escalation and SLA risk detection
- Virtual Agent integration with AI-generated troubleshooting and automated ticket creation
- Intelligent knowledge article recommendations with feedback-driven optimization
- Automated problem creation for recurring negative sentiment incidents
- Real-time escalation probability scoring using sentiment and SLA consumption insights