Rezolve.ai Ranked Highest in the AI for End-User Self-Service Use Case in the 2026 Gartner® Critical Capabilities for AI Applications in IT Service Management

What we believe this ranking reflects

We believe this placement reflects a conviction we have held from the start: self-service only earns adoption when it resolves. An assistant that hands an employee a knowledge article and closes the chat has not helped — it has relocated the work. Employees adopt self-service when the issue is actually fixed at the end of the conversation, and they abandon it the first time it isn’t.

That is why everything in the Rezolve.ai employee experience is built around resolution, with governance at every step.

How Rezolve.ai approaches end-user self-service

Sidekick meets employees where they already work. Sidekick is the employee-facing conversational AI that lives in Microsoft Teams, Slack, email and voice. It answers questions with responses that are grounded in your knowledge and cited to their sources — and then it executes: password resets, access requests, software provisioning and the other requests that make up the bulk of service desk volume.

VoiceIQ brings the same resolution to the phones. For employees who pick up the phone, VoiceIQ handles the call end to end, so the phone channel stops being a hold queue and starts being another place issues get resolved.

Eight specialized agents, one shared conversation. Under the hood, Sidekick is not a single chatbot. It is eight specialized AI agents reasoning over one shared conversation — so the employee experiences one coherent assistant while retrieval, execution, verification and escalation each get purpose-built attention.

Autonomy that stays governed. Every autonomous action is approval-gated where you want it to be, fully audited, and explainable after the fact. That glass-box approach is what lets IT leaders expand the scope of what Sidekick handles on its own without giving up control.

What this looks like in production

Across our customer base, roughly 70% of requests are resolved before they ever become tickets. TotalEnergies Denmark launched its first-ever HR chatbot, Robin, on Rezolve.ai — it answers employees in about 30 seconds, around the clock. Black Angus Steakhouse cut its after-hours IT dependency from 90% to 10%. MyEyeDr resolves issues in about 10 minutes, with roughly 30% of issues never becoming a ticket at all. And JLL runs Ask Ethics on Rezolve.ai for a Fortune 500 workforce of roughly 100,000 employees across more than 80 countries.

Rezolve.ai is rated 4.8/5 on G2 and is SOC 2 Type II and ISO 27001 certified, GDPR compliant, and HIPAA-ready.

What comes next

Self-service is the front door, not the finish line. The same platform that resolves employee issues also assists agents, automates repetitive work, shows teams what to automate next, and runs on a true ITSM system of record — standalone, or augmenting the ticketing system you already have. Our roadmap keeps pushing in one direction: more issues resolved autonomously, with governance that makes that autonomy safe to expand.

See it live — book a demo, or explore how customers are using the platform in our case studies.

Gartner Disclaimer

Gartner, Critical Capabilities for AI Applications in IT Service Management, Siddharth Shetty, Chris Matchett, Luis Fernandez, 17 August 2026.

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