Monday's AI service platform launches for all users
monday.com has announced the full release of monday service, an AI-driven enterprise service management platform, available to all customers following its beta phase.
The platform aims to centralise and streamline service operations, enabling IT, business, and service teams to deliver faster and more efficient support experiences. monday service incorporates smart automations powered by AI to help service teams manage requests, incidents, projects, and business data in a single platform.
Daniel Lereya, Chief Product and Technology Officer at monday.com, emphasised the platform's ability to aid service teams in overcoming traditional challenges, stating, "Service teams have been challenged by reactive problem-solving and fielding tickets while also balancing manual workflows and disconnected systems. Now, with monday service's intuitive platform, service teams can fast-track their operations from A to Z and proactively stay ahead of operational issues."
Pierre Berlin, GM of EMEA at monday.com, highlighted the platform's role in transforming service management, saying, "monday service flips the script on traditional service operations by giving teams the power to proactively shape their workflows. It's about creating a more agile, customer-focused way of working. With AI at its core, monday service enables organisations across industries to break down silos, speed up decision-making, and deliver a better experience for employees and customers alike. In just a short time, we've already seen monday service power the resolution of hundreds of thousands of tickets, with its AI-driven knowledge engine demonstrating the real impact of a smarter, more connected approach to service management."
Since its launch in January 2024, monday service has resolved over 215,000 tickets, demonstrating its effectiveness. Key features of the platform include AI-driven ticket resolution, automatic ticket classification, and comprehensive dashboards for monitoring service trends and performance.
Grant De Waal-Dubla, Chief Information Officer at Cape Union Mart, praised the system's real-time insights, commenting, "For the first time, we have real-time visibility and data into IT performance across all areas. monday service provides clear insights into the volume and types of requests, response times, and trends helping us continuously improve operations."
In addition to monday service, monday.com has also outlined its AI Vision for empowering businesses to scale operations efficiently. The company plans to integrate AI capabilities across its product suite, focusing on AI Blocks, Product Power-ups, and the Digital Workforce.
Daniel Lereya further explained the approach by stating, "People adopt products, not technology, and that's where monday.com comes in. By embedding intelligence into the products our customers already know, use, and love, AI will accelerate our mission to democratize the power of software."
The three pillars of monday.com's AI strategy are designed to enhance efficiency and decision-making within organisations. AI Blocks provide modular AI actions, while Product Power-ups focus on embedding AI capabilities across all products. The Digital Workforce aims to introduce AI-powered agents to assist in various operational tasks.
To make AI accessible, monday.com offers a pricing model that includes 500 free AI Credits per month for all plans, with scalable options available for larger needs.
