E-time | the software company
YooPoint: the new IGA solution of the E-time suite for identity governance
Digital identity and corporate access management is now a key element for security, compliance, and internal organization.
For this reason, the E-time suite introduces YooPoint, the new IGA (Identity Governance and Administration) solution designed to simplify the management of users, permissions, and corporate access.
What is YooPoint, Identity Governance solution
YooPoint is an IGA solution developed to centrally manage identities, permissions, and corporate access.
The platform enables you to:
- manage users and credentials;
- control permissions and access rights;
- monitor access and transits;
- automate onboarding and credentialing processes;
- improve security and traceability.
Key features of the IGA solution
Identity governance
YooPoint supports companies in the structured management of digital identities, simplifying the control of roles, permissions, and authorizations.
Corporate access management
The IGA solution enables monitoring of entries, access, and user activity, improving security and operational control.
Process automation and system integration
YooPoint automates several access management activities, reducing manual operations and management time.
The platform can be integrated with existing access control systems and IT infrastructure, enabling centralized identity management.
Why choose an IGA software like YooPoint: benefits and advantages
YooPoint is designed to support companies in the digitalization of access control processes, identity governance, and visitor management, offering a modern, centralized platform that can be integrated with existing infrastructure.
With YooPoint, companies can:
- improve digital identity governance;
- increase access security;
- centralize permissions and access rights;
- simplify onboarding processes;
- reduce manual activities and operational inefficiencies.
YooPoint: IGA solution for Municipalities and Public Administration
YooPoint is the ideal IGA solution to support Public Administration organizations in the centralized management of digital identities and access to information systems. Municipalities, public entities, and multi-site organizations can simplify the control of users, roles, and permissions, improving security, compliance, and activity traceability.
Thanks to the automation of provisioning and access management processes, YooPoint helps public organizations reduce manual activities, minimize operational errors, and optimize digital identity governance. The platform also enables more efficient management of onboarding, role changes, and permission revocation, ensuring greater operational continuity and improved control over access to Public Administration services.
IGA & IAM: two complementary layers
YooPoint’s IGA (Identity Governance and Administration) solution is fully integrated with Yookey, the Identity & Access Management (IAM) software of the E-time family.
The integration between IGA and IAM allows organizations to centrally manage both identity governance and permissions, as well as authentication and access control processes.
This approach improves security, compliance, and traceability, while simplifying the operational management of users and corporate permissions.
NIS 2 and cybersecurity incidents: how to recognize and manage them
What is a cybersecurity significant incident under NIS 2
The NIS 2 Directive introduces the concept of “significant incidents”, meaning events that have caused, or could potentially cause, a serious disruption to the operational continuity of services or significant financial losses for an organization.
Compared to the GDPR definition of a data breach, which focuses primarily on the violation of confidentiality, integrity, and availability of personal data, the NIS 2 approach is broader and more comprehensive. The regulation also considers incidents that cause significant material or immaterial harm to individuals or legal entities.
Furthermore, the Directive extends its scope to include events that, although they have not yet produced an immediate concrete impact, present a high risk of negative consequences. This means that potentially harmful situations become relevant regardless of whether the effect has already occurred.
Types of security incidents under NIS 2
Guidelines from the Italian National Cybersecurity Agency (ACN) classify reportable significant incidents into four main macro-categories:
- Confidentiality breach: includes cases of data exfiltration to unauthorized external parties.
- Integrity loss: refers to unauthorized modifications of data that may produce relevant external effects.
- Service level violation: occurs, for example, when a cloud service experiences an outage that exceeds contractually agreed thresholds.
- Unauthorized access or privilege abuse: includes cases where no actual data theft occurs, but system security is still compromised.
At the European level, the European Commission further refines these criteria by introducing quantitative and sector-specific thresholds.
Discover Rexpondo, the ticketing platform that supports compliance with NIS 2 requirements.
Incident reporting obligations under NIS 2
In addition to the general obligations of the NIS 2 Directive, the regulation establishes a multi-stage incident reporting process with strict timelines and mandatory communication to competent authorities such as CSIRT Italy and ACN.
- Early warning (within 24 hours): the process begins with a prompt notification to be sent within 24 hours from the moment the organization becomes aware of a significant incident. This initial phase provides a preliminary overview of the event and available information.
- Formal notification (within 72 hours): within 72 hours, a complete incident report must be submitted, updating and expanding the initial data. This stage includes a more accurate assessment of the severity of the event and any identified indicators of compromise.
- Final report (within 1 month): within one month, a final report must be delivered, containing a detailed analysis of the incident. It includes the root causes, the overall impact on the organization, and the corrective and preventive measures implemented to avoid recurrence.
How to manage a cybersecurity incident under NIS 2
To ensure effective incident management and regulatory compliance, organizations must adopt a proactive, metric-based security approach, aligned with measure DE.CM-01. They should first define their normal operational baseline in advance through a Business Impact Analysis (BIA), which allows them to establish expected service levels and corresponding tolerance thresholds.
Based on this, continuous monitoring of networks, systems, and services becomes essential to promptly detect deviations from defined parameters. When these deviations exceed established thresholds and qualify as a significant incident, the organization must immediately activate its incident response plan.
The procedures include impact assessment, implementation of containment and mitigation measures, and timely submission of the mandatory pre-notifications required by applicable regulations.
Rexpondo and incident management
Rexpondo is a ticketing and IT Service Management (ITSM) platform designed to track, organize, and manage support requests and security incidents in a structured way, including those that may compromise IT service continuity.
The system aims to ensure rapid restoration of normal operations, reducing business impact and service downtime.
A key feature of Rexpondo is priority management based on objective impact and urgency criteria. Incident classification can be performed manually by service desk operators or automatically assigned by the system.
Through a structured incident management approach, full event traceability, and support for fast and measurable response processes, Rexpondo helps organizations align with NIS 2 Directive requirements for incident management and reporting.
Discover how to be compliant
with the NIS 2 Directive
with the NIS 2 Directive
Benefits of RAG for enterprise AI: practical applications
Benefits of RAG in enterprise Artificial Intelligence Systems
Retrieval-Augmented Generation (RAG) enhances Artificial Intelligence systems by combining the advanced generative capabilities of language models (LLMs) with direct access to external data sources. This approach allows companies to obtain a highly customized AI capable of delivering precise, relevant, and contextualized answers.
Moreover, RAG extends the model’s expertise to specific business domains, offering a scalable and cost-effective solution without the need for long and expensive retraining of the base model.
Key advantages of RAG include:
- Real-time updated answers: connects the LLM to databases, feeds, and APIs, ensuring information is always fresh and relevant.
- Reduction of “hallucinations”: RAG limits the generation of inaccurate information by relying on verified documents and data, producing reliable and traceable outputs.
- Greater reliability and trust: cites data sources, increasing transparency and credibility, essential in critical sectors like finance, legal, and healthcare.
Scalability and Continuous source updates
RAG is highly scalable: adding new knowledge does not require modifications to the generative model. Simply update the documents in the vector database, asynchronously or in real-time.
Updating the embeddings allows the company to evolve its knowledge base in line with business needs without interrupting operations.
Practical Applications of RAG: Integration with AI Agents
RAG is highly flexible, making it suitable for multiple business contexts:
- Customer support: enhances chatbots, virtual assistants, and AI Agents, handling complex requests and providing accurate answers based on manuals, company policies, and real-time data.
- Internal documentation: builds knowledge bases to support employees in HR, IT, or other operational procedures.
- Data analysis: speeds up insight extraction from unstructured archives, enabling faster, informed decision-making.
When RAG is integrated with an AI Agent, it can autonomously access proprietary, private, or niche data, using RAG to reason and provide responses based on an extremely deep and personalized context. This approach significantly enhances user interaction and experience, delivering more accurate, relevant, and contextualized answers.
Margot, the AI Agent from the E-time Suite
Margot is an AI Agent designed to optimize customer service and internal support, fully leveraging RAG technology to overcome the limitations of traditional AI systems.
Equipped with advanced tools such as intelligent classifiers, virtual assistants, and integration with the company knowledge base, Margot can provide precise and automated responses across multiple channels, improving support efficiency and quality.
A further strength of Margot is security: the platform ensures privacy compliance and full GDPR adherence, protecting sensitive information and guaranteeing that company data is never used to train language models.
Discover the E-time AI Agent Margot and the other available services
NIS2 Deadlines 2026: the complete timeline for businesses
After the preparatory phase, in 2026 organizations enter the full implementation of the European NIS 2 Directive, with effective obligations and operational responsibilities.
During January, the main development was the entry into force of the obligation to notify significant incidents, with defined timelines for early warning, detailed notification and final report.
Below are the main upcoming deadlines for 2026, which will guide organizations in the full implementation of the NIS 2 Directive.
Sectoral guidelines NIS 2 Directive
Between February and September 2026, ACN progressively publishes the guidelines dedicated to each sector.
These documents aim to provide practical and concrete indications, adaptable to different operational contexts, in order to support companies in implementing security measures in a proportionate way, avoiding excessive or insufficient approaches.
April-June 2026: Categorization model and communication of services
By the beginning of April 2026, ACN plans to develop and make available the categorization model of activities and services, together with the package of long-term obligations.
Subsequently, between May and June 2026, organizations will be required to communicate the list of the activities and services provided, specifying their type and level of relevance. This step will make it possible to obtain a clear and structured overview of business activities in relation to security obligations.
October 2026: Implementation of basic security measures
31 October 2026 constitutes a key deadline in the compliance path. By this date, all organizations must have implemented and made operational the fundamental security measures, which concern key areas such as:
- technical protection of information and operational systems (IT and OT);
- continuity of business activities;
- risk management and governance;
- incident management and response (incident response);
- security throughout the entire supply chain.
With the end of October, the support and guidance phase by ACN concludes, allowing it to start inspection activities and systematic checks, while at the same time launching the implementation of long-term security measures.
For this reason, it is essential that companies plan the necessary adjustments well in advance, reducing the risk of operational disruptions and possible penalties.
Rexguard: centralized management of non-conformities
Rexguard is an integrated platform developed to simplify and centralize the management of security incidents, vulnerabilities, non-conformities and audit activities within a single operational environment.
The solution enables organizations to manage these processes more efficiently, improving the speed of incident response and supporting compliance with standards and regulations, including NIS2.
Thanks to full activity traceability features, detailed audit trails and customizable reporting systems, companies can accurately monitor every phase of the incident management process, while strengthening the overall security and governance of IT systems.
Discover how to be compliant
with the NIS 2 Directive
with the NIS 2 Directive
Guide to the new features of Apache Airflow 3.0
Apache Airflow version 3.0 represents a significant evolutionary leap compared to previous releases.
This update is designed to meet the growing need to orchestrate complex workflows and establishes itself as a benchmark for the development of enterprise data-driven solutions. Key updates introduced include:
1.Service-Oriented Architecture in Airflow 3.0 and Task Execution API
One of the most significant changes concerns the internal structure of the system: Airflow 3.0 evolves towards a service-oriented architecture supported by the new Task Execution Interface. Thanks to a dedicated API Server, DAG parsing logic is separated from task execution, potentially improving flexibility and security.
This design allows tasks to be executed in multi-cloud and hybrid environments, providing SDKs for tasks in different languages, enabling the definition and execution of pipelines while reducing some infrastructure constraints.
2.Edge Executor in Airflow: distributed orchestration and task execution
To extend orchestration beyond central data centers, Airflow 3.0 introduces the Edge Executor (AIP-69), available through a provider package.
Based on the Task Execution Interface, this executor allows pipelines to run on remote or “edge” devices, enabling distributed management of workflows across geographical locations. Integration with the API Server ensures efficient handling of remote tasks within the main DAGs.
3.DAG Versioning: workflow management in Airflow 3.0
The new architecture lays the foundation for associating DAG runs with a more stable representation of the code and task structure at the time of execution, reducing the impact of changes applied during runtime.
Although it is not yet a fully native versioning system, these improvements help increase pipeline stability and lay the groundwork for more controlled workflow management over time.
4.Revamped User Interface in Airflow 3.0
The Airflow 3.0 user interface (UI) has been completely redesigned using React and relies on new REST APIs built with FastAPI, providing a faster and more intuitive user experience.
The new interface improves the seamless integration of asset-based and task-based workflows, removes navigation constraints, and offers advanced tools such as Grid View and Graph View, making the platform more responsive and accessible.
5. Migrating to Airflow: Compatibility and Tools
To facilitate the upgrade, despite the architectural changes, Airflow 3.0 maintains backward compatibility for existing DAGs thanks to the Python Task SDK.
The transition can be carried out gradually: teams can start working on assets or test execution in Docker environments before moving to production
Gamification and Cybersecurity: the key to effective corporate training
What is Gamification and why does it work in corporate training
Gamification is a methodology that applies typical game mechanisms—such as points, levels, rewards, leaderboards, and challenges—to non-gaming contexts, particularly corporate training. The goal is to leverage the motivational power of games to make mandatory and repetitive activities more enjoyable, engaging, and productive.
This approach significantly increases employee engagement and enthusiasm, enhancing content understanding and improving the retention of information in long-term memory.
Gamification in Cybersecurity: How to make security more engaging
In the field of cybersecurity, human error is one of the main risks, often leading to breaches and data leaks. Employees are frequently unprepared to face increasingly sophisticated attacks such as phishing and ransomware.
Gamification addresses this challenge by turning cybersecurity training from passive to proactive, making it more engaging and effective. This approach helps foster a true security culture, raising employee awareness in a simple and interactive way.
Through tools like weekly challenges, leaderboards, and rewards, gamification encourages safe behaviors such as using strong passwords or reporting phishing attempts.
Benefits of Gamification in Cybersecurity Training
Integrating gamification into training programs, including those focused on IAM, enhances knowledge retention, boosts engagement, and reduces stress through interactive and secure learning. Gamified paths provide immediate feedback, foster collaboration and productivity, and allow for effective monitoring of progress and areas for improvement.
When applied to cybersecurity training, gamification turns an activity often seen as complex into an engaging and effective experience.
Key Benefits:
- Engagement and Motivation
Game dynamics make training more interesting, stimulating, and rewarding, increasing active participation. - More effective and lasting Learning
Through play, concepts are better absorbed and more easily transferred into long-term memory. - Security Culture and Behavioral Change
Gamification encourages best practices—such as creating strong passwords or reporting phishing attempts—promoting security-oriented behaviors. - Measurability and Adaptability
Gamified systems enable tracking results, identifying those who need support, and customizing learning paths. - Productivity and Workplace Climate
Beyond improving learning, gamification fosters collaboration, communication, and a safer, more proactive work environment.
Skillbay: LMS with Integrated Cybersecurity Module
Skillbay is an innovative LMS platform that revolutionizes corporate training through a modular, flexible environment designed to turn learning into an interactive experience with gamification and personalized learning paths.
Among its key features, Skillbay includes a preconfigured module dedicated to cybersecurity, developed to meet standards and regulations such as NIS2 and ISO 27001.
This module enables companies to immediately launch targeted programs to raise cybersecurity awareness and promote best practices, with the flexibility to adapt content to specific organizational needs.
NIS2 Obligations in the Healthcare Sector: practical tools for compliance
How NIS 2 strengthens the resilience of hospital IT systems
The NIS2 Directive establishes a strategic framework aimed at ensuring operational continuity and digital resilience of healthcare facilities, with the goal of creating a safer European ecosystem capable of withstanding cyberattacks and protecting critical infrastructure.
To achieve these objectives, NIS2 promotes a proactive approach to risk management, which includes continuous vulnerability assessments and the implementation of structured security plans, thereby ensuring uninterrupted operation of essential healthcare services.
Key practices to strengthen security include continuous system monitoring, penetration testing, network segmentation, the adoption of the Zero Trust model, and tools for secure digital onboarding and identity verification.
Which healthcare facilities fall under the scope of NIS 2?
The NIS2 Directive sets out uniform criteria to identify public and private operators considered “essential” or “important” within critical or high-criticality sectors, including healthcare, establishing obligations for all parties involved.
The regulation particularly applies to:
- traditional healthcare systems and Digital Health;
- hospitals, clinics, laboratories and healthcare service providers.
- The scope also covers the entire healthcare supply chain, including manufacturers, suppliers, and laboratories, as well as related sectors, ensuring comprehensive and consistent protection of critical infrastructure.
Obligations of hospitals and clinics under NIS2
The NIS2 Directive establishes stricter requirements for cybersecurity and risk management in healthcare facilities. Among the main obligations is the strengthening of ICT measures through advanced tools, such as multi-factor authentication (MFA) and advanced encryption.
Facilities must also develop risk management plans, continuously assess threats, and monitor systems to detect anomalies, promptly activating incident response procedures. It is essential to notify any breaches to the competent authorities and ensure continuous staff training, with clearly defined responsibilities at all levels of the organization.
Rexguard: comprehensive management of security incidents
Rexguard is an integrated platform designed to simplify the management of security incidents, vulnerabilities, non-compliance issues, and audits by bringing all these processes together in a single centralized environment. The platform leverages automated workflows that enable immediate action on events, covering the entire incident lifecycle from detection to final resolution.
In addition to speeding up incident response, Rexguard helps organizations maintain compliance with standards and regulations such as NIS2, ISO 27001, and DORA. Thanks to full activity traceability, detailed audit trails, and customizable reports, companies can accurately monitor every stage of incident management, strengthening overall IT security and governance.
Kubernetes: efficiency and scalability for organizations
Kubernetes: what It is and what it’s for
Kubernetes is an open-source platform designed to orchestrate containers and simplify the management of applications and services in an automated and scalable way.
Applications are divided into one or more containers, which Kubernetes groups into pods, the fundamental execution units of the system. Each pod can contain multiple containers that share resources and common settings.
Pods run on nodes, which are physical or virtual machines forming the cluster infrastructure.
Kubernetes automates complex operations and manual processes required for deployment, monitoring, and error management, ensuring that applications remain stable, operational and high-performing at all times.
How a Kubernetes Cluster works
A Kubernetes cluster represents an active instance of the orchestration platform. It is composed of two fundamental elements: the control plane and a set of worker nodes.
The control plane is responsible for managing and maintaining the cluster’s desired state, ensuring that the defined configuration is enforced. The nodes, on the other hand, are the operational units that run the applications and associated workloads.
Administrators define the desired state by specifying which applications should be deployed, which container images to use, the resources to allocate, and the configurations required for the system to function correctly.
Benefits of adopting Kubernetes
Adopting Kubernetes provides significant advantages in managing complex, dynamic and highly scalable IT environments. The main benefits include:
- Efficient management of complex environments:
Kubernetes is particularly suited for scenarios where it is necessary to deploy and manage multiple containers across several hosts, providing centralized and automated control. - Automatic scalability:
The platform dynamically adjusts resource allocation based on workload, ensuring optimal performance and more efficient use of costs. - Separation between development and operations:
It promotes process automation, simplifies collaboration between Dev and Ops teams, and accelerates the application release cycle while maintaining stability in production. - High portability:
Kubernetes can run on various types of infrastructure , from on-premises environments to public and private clouds , ensuring consistency in commands and uniformity in operational processes. This feature allows deployment in any cloud environment, using the same tools and methodologies regardless of the underlying platform.
Yookey: Keycloak managed in SaaS
Yookey is an Identity and Access Management (IAM) solution based on Keycloak, offered as a Software as a Service (SaaS) and fully managed.
The platform provides a secure, constantly updated, customizable, and GDPR-compliant environment, simplifying the management of digital identities.
The service independently manages the entire Keycloak lifecycle combining Keycloak’s native functionalities with the convenience of a ready-to-use solution.
In this way, Yookey eliminates operational complexity for the end user, allowing organizations to focus on their applications without worrying about the underlying infrastructure.
NIS2 e DORA: obligations, differences and how to comply
Who do DORA(Digital Operational Resilience Act) and NIS2 apply to?
The DORA Regulation targets operators in the financial sector. This includes a wide range of entities such as banks, insurance companies and investment firms, as well as critical ICT providers, for example cloud services and data centers that support the activities of financial intermediaries.
The NIS2 Directive, on the other hand, has a much broader scope. It covers strategic sectors in both the public and private spheres, including energy, transport, healthcare, digital infrastructure, and public administrations. Within this framework, operators are classified as Essential Entities (EE) or Important Entities (IE), based on criteria such as organizational size and economic volume.
When a financial entity falls under both regulations, the provisions of DORA take precedence, serving as a specialized framework over the general rules established by NIS 2.
What are the differences between DORA and NIS2
Although both DORA (Digital Operational Resilience Act) and NIS 2 share the primary goal of strengthening digital resilience and cybersecurity in the EU, they differ in their characteristics and scope of application.
The main distinctions:
- Legal form: DORA is a regulation, directly applicable in all Member States without the need for national transposition, ensuring uniform implementation. NIS 2, on the other hand, is a directive, which sets out general objectives but allows individual countries the flexibility to transpose them into national law, potentially resulting in differences in interpretation and application.
- The scope of application: DORA focuses specifically on the financial sector, providing a specialized framework for banks, insurance companies, funds, and critical ICT providers. NIS 2 has a broader scope, covering a wider range of designated entities.
- Finally, DORA stands out for its high level of operational detail and precision in its requirements for digital resilience, to the extent that it can serve as a practical reference for implementing NIS 2 requirements within the financial sector.
ICT Risk Management under NIS2 and DORA
Both DORA and NIS 2 impose strict obligations for ICT risk management, with the aim of strengthening the digital resilience of organizations. Both regulations emphasize the need for a governance model that integrates cybersecurity into corporate strategies and assigns direct responsibilities to executive bodies.
Regarding ICT risk, DORA adopts a highly structured approach, requiring the implementation of comprehensive risk management frameworks, the development of business continuity plans and disaster recovery strategies, and the establishment of proactive procedures to monitor and mitigate risks associated with third-party providers.
For ICT risk management, the NIS 2 directive sets out mandatory minimum measures, with particular attention to the security of suppliers and the supply chain. On the incident reporting side, the regulation establishes strict obligations, requiring the prompt notification upon detection of significant events.
Incident Reporting Requirements under NIS2 and DORA
Both NIS 2 and DORA define clear obligations for the management and reporting of security incidents.
NIS 2 requires that security incidents be reported to the competent authorities, sending a preliminary alert to the CSIRT (Computer Security Incident Response Team) within 24 hours of discovering the event and submitting the official notification within 72 hours of the incident.
DORA, on the other hand, establishes a more detailed and stringent reporting process for the classification, management and notification of ICT incidents, aiming to ensure that financial infrastructures can remain operational and resilient even in the event of severe attacks.
Rexguard: the solution for Regulatory Compliance
Rexguard is a GRC (Governance, Risk & Compliance) platform designed to centrally and seamlessly manage all aspects of digital security. It supports the handling of incidents, vulnerabilities, non-conformities, corrective actions and audits, providing a comprehensive and integrated overview of an organization’s security posture.
Through workflow automation and a structured approach to process management, Rexguard enables rapid incident response, continuous monitoring of ICT risks and effective oversight of all activities required to meet regulatory obligations.
In particular, the platform facilitates compliance with NIS 2 and DORA, offering tools for risk management, supply chain security and mandatory reporting to supervisory authorities.
Discover E-time’s GRC Platform
AI Chatbot and Ticketing Systems: optimizing Customer Support
AI Chatbots in ticket management systems: role and functionalities
The integration of AI chatbots into ticketing systems allows for optimizing the management of support requests by reducing response times and automating crucial tasks such as classification, assignment and prioritization.
Some of the most relevant capabilities include:
- Automatic ticket categorization;
- Semantic and customer sentiment analysis;
- Generation of predefined or dynamic responses.
Thanks to these features, many recurring requests can be handled autonomously, leaving human staff to focus on more complex cases and strategic decisions.
How the integration of AI chatbots in a ticketing system works
AI chatbots combine machine learning algorithms with Natural Language Processing (NLP) and next-generation language models (LLMs) to accurately interpret the content of support requests.
These solutions enable the system to understand natural language, identify user intent, and detect emotional state. A further step is represented by Retrieval-Augmented Generation (RAG), which expands the context for analysis and allows for the generation of more relevant and personalized responses.
A key aspect is the ability for continuous learning: by analyzing previous interactions, the AI progressively refines its responses, improving overall ticket management.
Why adopt AI chatbots in support systems
The implementation of AI chatbots within ticketing systems brings numerous operational and strategic advantages:
- Improved efficiency: reduced response times and faster resolution of requests.
- Support scalability: handling increasing volumes of tickets without proportionally increasing the number of agents.
- Team relief: automation of repetitive tasks, allowing staff to focus on more complex issues.
- Optimized customer experience: timely, personalized responses and always-available self-service options.
Moreover, AI enables actionable insights from the collected data, monitoring service performance, anticipating potential issues, and ensuring a proactive approach consistent with the brand identity.
Scopri Rexpondo, il sistema di ticketing potenziato dall’AI
From AI to real support: the integration of Margot in ticketing systems
The integration between Margot, the AI agent developed by E-time and Rexpondo, the ITSM ticketing system, simplifies and makes support request management more efficient.
One of Margot’s main tools is the AI chatbot, which analyzes incoming tickets, automatically suggests the most appropriate classification and provides immediate, contextualized responses based on the company’s knowledge base.
Thanks to continuous learning, the agent constantly improves response accuracy, ensuring scalable, personalized and consistent support across all communication channels.
Discover the solutions offered by E-time
