Generative AI has already changed how service desks search knowledge and summarise cases. Agentic AI goes further: agents that plan and carry out tasks such as resetting access, gathering diagnostics or drafting changes. The opportunity is significant, and so is the need for care.
What agentic AI can do today
- Resolve common requests end to end through approved workflows.
- Gather logs, metrics and configuration data before an engineer engages.
- Draft incident summaries, change records and knowledge articles for human review.
- Correlate events and suggest likely causes during major incidents.
Four prerequisites for success
Reliable knowledge
Agents are only as good as the knowledge and data they draw on. Curated, current knowledge is the single most important foundation.
Well defined workflows
Agents should act through existing, governed workflows rather than direct system access. This keeps actions auditable and reversible.
Human oversight
Consequential actions need human approval. Define clearly which tasks an agent may complete alone and which require confirmation.
Measurement
Baseline current effort and outcomes, then measure resolution rates, accuracy and user satisfaction to prove value and guide expansion.
A practical first step
Start with a small number of high volume, low risk use cases, prove value with real users and expand from there. Our AI Use Case Discovery Workshop helps identify and prioritise the right starting points.
