Rezolve.ai scored 3.39 out of 5 — the highest score among the 10 products evaluated. We believe it reflects one standard: self-service has to resolve, not redirect.
Bring the report. We will show you what earned the score.
AI for End-User Self-Service Use Case
The highest score among the 10 products evaluated.
Source: Gartner®, Critical Capabilities for AI Applications in IT Service Management, 17 August 2026. Full attribution and disclaimer
An assistant that returns a knowledge article and closes the chat hasn’t 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.
Conversational AI in Microsoft Teams, Slack, email and voice. Every answer is grounded in your knowledge and cited to its source — and then Sidekick executes: password resets, access requests, software provisioning and the rest of the volume that fills a service desk queue.
Resolve →The phone channel stops being a hold queue and becomes another place issues get resolved, end to end.
Resolve →Sidekick is not a single chatbot. Retrieval, execution, verification and escalation each get purpose-built attention, while the employee experiences one coherent assistant.
How it thinks →Runs on an AI-first ITSM system of record — or augments the ticketing system you already have.
System of record →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, HR, and Finance leaders expand what Sidekick handles on its own without giving up control.
Rated 4.8/5 on G2
Rated 4.8/5 on Microsoft AppSource
Rezolve.ai was also ranked highest in the AI for IT Agents Use Case, with a score of 3.14 out of 5.
See the IT Agents page →No. Rezolve.ai runs standalone on its own AI-first system of record, or augments your existing ticketing system.
Every action can be approval-gated, and everything is audited and explainable — you always see what the AI did and why.
Microsoft Teams, Slack, email, web, and voice — including the phone channel through Rezolve VoiceIQ.
Gartner, Critical Capabilities for AI Applications in IT Service Management, Siddharth Shetty, Chris Matchett, Luis Fernandez, 17 August 2026.
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