2026 Gartner® Critical Capabilities for AI Applications in IT Service Management

Ranked highest in the AI for End-User Self-Service Use Case

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.

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Employees don’t want a portal. They want their issue resolved.

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.

How Rezolve.ai resolves

Sidekick meets employees where they already work

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.

VoiceIQ answers the phones

The phone channel stops being a hold queue and becomes another place issues get resolved, end to end.

Eight specialized agents, one shared conversation

Sidekick is not a single chatbot. Retrieval, execution, verification and escalation each get purpose-built attention, while the employee experiences one coherent assistant.

Your system of record, or ours

Runs on an AI-first ITSM system of record — or augments the ticketing system you already have.

Autonomy you can see inside

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.

What resolution looks like in production

~70% of requests resolved before they become tickets, across our customer base
TotalEnergies Denmark — first-ever HR chatbot, Robin, answers in about 30 seconds, 24/7
Black Angus Steakhouse — after-hours IT dependency cut from 90% to 10%
MyEyeDr — issues resolved in about 10 minutes; roughly 30% never become a ticket
JLL — runs Ask Ethics on Rezolve.ai for ~100,000 employees across 80+ countries

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Verified by

SOC 2 Type II

ISO 27001

GDPR

HIPAA-ready

Rated 4.8/5 on G2

Also in the report

Rezolve.ai was also ranked highest in the AI for IT Agents Use Case, with a score of 3.14 out of 5.

FAQ

Do we have to replace our ITSM platform?

No. Rezolve.ai runs standalone on its own AI-first system of record, or augments your existing ticketing system.

How is autonomy kept safe?

Every action can be approval-gated, and everything is audited and explainable — you always see what the AI did and why.

Which channels does Sidekick support?

Microsoft Teams, Slack, email, web, and voice — including the phone channel through VoiceIQ.

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

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