IntelliAgent: An AI-driven incident resolution system

IntelliAgent made its debut at Innovation Day 2024, InfoBeans’ annual flagship event, where it not only secured the Silver Award but also clinched the People’s Choice Award.

As the creators of IntelliAgent, we believe it is an AI powerhouse that will revolutionize incident resolution, bringing efficiency and speed to the forefront. Our aim isn’t merely to expedite processes – it’s to grant people the ability to accomplish hours of work in mere minutes.

Join us as we take you on the journey that led to IntelliAgent.

Recognizing the need – How IntelliAgent came about

As they say, necessity is the mother of invention. This invention innovation came about when one of our clients raised the issue of countless hours wasted handling repetitive incidents manually. The client had a customer service desk that faced a mounting backlog, impacting productivity and leaving the team frustrated.

The prospect of adding new resources seemed a temporary fix. Delving deeper into the root cause, it became evident that these challenges stemmed from the abundance of repetitive, time-consuming tasks.

The manual effort required for these seemingly straightforward incidents led to delays in incident response, prompting us to devise a solution. Enter IntelliAgent, born out of the client’s pressing need for a transformative approach to incident management.

Unveiling IntelliAgent

An AI-driven incident resolution system supported by ServiceNow & RPA.

How IntelliAgent would work

• Incident triage: An AI-based system will automatically classify and prioritize incoming incidents based on predefined criteria. This will ensure that critical incidents receive immediate attention, while less urgent ones are queued for automated resolution.
• Data gathering: We are planning to use ServiceNow GenAI Feature to extract meaningful insights from the historical data stored in ServiceNow Incident Problem and Change Tables
• Analysis and resolution recommendations: The AI system will analyze the gathered data and provide actionable insights to our RPA bots, which will be in turn responsible to resolve those incidents without human intervention
• Automated resolution: For known and routine incidents, RPA bots can be programmed to follow predefined resolution steps. This will expedite incident resolution, reduce human errors, and free up personnel to focus on more complex issues.
• Human intervention: For incidents that require human intervention, the system will route them to the appropriate teams with all relevant information, speeding up the process and minimizing the time to resolution

Key benefits

By implementing this AI and RPA-based incident resolution system, you can expect several significant benefits, such as:

• Faster incident resolution: Routine incidents can be resolved quickly, reducing downtime and minimizing the impact on operations
• Cost savings: Automation of repetitive tasks will reduce operational costs and free up human resources for higher-value activities. 
• Improved inaccuracy: AI can analyze incidents with a high degree of accuracy, reducing human error and improving decision-making. 
• Enhanced knowledge management: The system can continuously update and expand knowledge base, improving incident response capabilities over time.
• Scalability: As organizations grow, the system can easily scale to handle increased incident volumes.

IntelliAgent in action: Automating software installation

Watch the demo video below to see IntelliAgent in action:

Final thoughts

In crafting IntelliAgent, our journey was more than just developing an AI-driven incident resolution system. It was about responding to a client’s plea for efficiency in the face of repetitive, time-consuming challenges. From our perspective, IntelliAgent represents the fusion of innovation and practicality. The ability to automate complex processes, streamline workflows, and enhance overall productivity resonates deeply with our mission to create solutions that make a lasting impact.

Our journey continues, driven by the desire to make IntelliAgent is not just a solution but a cornerstone of efficient, resilient, and future-ready incident resolution. To know more about IntelliAgent, contact us here.