Agentic Automation for Service Operations

Service operations automation can include the automation of any digital task, process, or workflow with the aim to improve execution efficiency, consistency, and speed and drive better outcomes, such as higher customer satisfaction. Applications of service operations automation include:

• Incident management: Automating detection, logging, and resolving incidents to minimize downtime and improve response times.
• Change management: Automating planning, implementing, and tracking changes to the IT environment to reduce disruption and strengthen controls.
• Request fulfillment: Automating handling service requests from submission to resolution to improve customer satisfaction with reduced manual effort.
• Problem management: Automating identifying, analyzing, and resolving root causes of incidents for future prevention and to improve overall service quality.
• Configuration management: Automating maintaining accurate and up-to-date records of IT infrastructure and underlying components to support IT service management.
• Performance monitoring: Automating tracking and reporting on service performance to identify potential issues and ensure service levels are met.
• Compliance and security management: Automating enforcing policy and controls to ensure compliance with regulatory requirements and strengthen security.

Automation Anywhere's Service Operations solution efficiently handles large volumes of service requests through a combination of advanced technologies, AI-powered automation, and scalable infrastructure, including:

• Intelligent request processing:
  • Automated classification - applying generative AI to categorize and prioritize incoming requests, enabling faster processing.
  • Multi-channel support - the platform can handle requests from various channels, including email, phone, chat, and scanned documents, ensuring comprehensive coverage.
  • Auto-assignment - requests are assigned automatically to appropriate coverage paths based on factors like time zones, regions, specialties, support agreements, and SLAs.
• Automated responses and actions:
  • Auto-response - generates automated responses for both incidents and service requests, reducing manual workload.
  • Integration - automation capabilities drive interactions with enterprise systems to perform actions, enabling efficient processing at scale.
  • Real-time updates - continuously updates are shared with the service operations platform on the latest status and actions taken on each request.
• Human-AI collaboration:
  • Human-in-the-Loop - for scenarios where AI agent actions need guidance and/or validation, the solution includes options for manual categorization and recommendations.
  • Augmented analysis - the platform supports service agents with insights and suggestions to enrich their decision-making and problem-solving capabilities.
• Infrastructure:
  • Scalable architecture - integrating with service operations platforms, including multiple organizational service operations platforms, scaling as needed.
  • Cloud integration - built to leverage cloud-based services, the platform can easily scale to accommodate growing request volumes without performance degradation.
• Continuous improvement:
  • Learning - every action and human interaction serves to continuously improve the AI agents' knowledge base and response accuracy.

Automation Anywhere Service Operations solution offers fully customizable automation workflows, allowing organizations to tailor agentic automations to their specific needs and processes. Customization features include:

• Integration flexibility: Integrate with service operations platforms (ITSM, CRM, custom systems) and tools, adapting workflows to existing infrastructure and ensuring seamless interaction within the service ecosystem.
• Customizable knowledge base: Provide context and knowledge for agents with enterprise data such as manuals, historical tickets, and standard procedures.
• AI flexibility: Choose preferred generative AI providers and models.
• Modular and reusable skills: Create agent skills for specific tasks (e.g., Fetch Ticket, Classifier, Solution Seeker) then standardize and reuse across multiple workflows.
• Human-in-the-loop: Automation Co-Pilot allows for customized human involvement as required.
• API flexibility: Use APIs to customize system interactions, including with legacy platforms.Comprehensive customization allows organizations to create automation workflows that align with operational goals and business requirements, to drive service operations efficiency and effectiveness across diverse use cases, including ITSM, customer onboarding, case work, and constituent issue handling.