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

Rezolve.ai, the agentic AI service desk for IT, HR, and Finance, today announced that it has been 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, with a score of 3.39 out of 5. Rezolve.ai was also ranked highest in the AI for IT Agents Use Case, with a score of 3.14 out of 5.

“We believe this ranking reflects the principle the platform is built on: self-service has to resolve, not redirect,” said Saurabh Kumar, CEO of Rezolve.ai. “Employees adopt AI support when their issue is actually fixed at the end of the conversation. Our focus has been pairing that autonomy with governance — every action approval-gated where customers want it, audited, and explainable — so IT leaders can expand what the AI handles on its own without giving up control.”

Rezolve.ai’s employee experience centers on Sidekick, a conversational AI available in Microsoft Teams, Slack, email and voice that answers with grounded, cited responses and executes requests such as password resets, access and software provisioning. VoiceIQ extends the same resolution to the phone channel. Behind the conversation, eight specialized AI agents reason over one shared context, and the platform runs on an AI-first ITSM system of record that can operate standalone or augment an organization’s existing ticketing system.

“Sidekick is not one model answering questions — it is eight specialized agents reasoning over a single shared conversation, with every answer grounded in the customer’s own knowledge and cited to its source,” said Udaya Reddy, CTO of Rezolve.ai. “Just as important is what happens after the answer: actions execute inside a glass-box architecture, approval-gated where customers want it, with a full audit trail. We believe that is what it takes to run autonomous support in the enterprise.”

“Employees judge support by one thing: whether the issue actually got resolved,” said Manish Sharma, CRO of Rezolve.ai. “That is the outcome IT, HR and Finance leaders ask us to prove in every evaluation, and it is the standard we hold the product to across chat, email, portal and voice. We believe this ranking gives service leaders a useful reference point as they assess the market.”

Across the Rezolve.ai customer base, approximately 70% of requests are resolved before they become tickets. Customers include JLL, which runs Ask Ethics on Rezolve.ai for roughly 100,000 employees across more than 80 countries; TotalEnergies Denmark, whose first-ever HR chatbot answers employees in about 30 seconds, 24/7; Black Angus Steakhouse, which reduced after-hours IT dependency from 90% to 10%; and MyEyeDr, which resolves issues in about 10 minutes with roughly 30% of issues never becoming a ticket.

To learn more or see the platform in action, visit https://www.rezolve.ai/demo.

Gartner Disclaimer

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

Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.