AI agents for the employee IT help desk

The workflow

Resolve common employee IT questions, run scripted fixes, and file tickets when human help is needed.

Suitable agent types

End-to-end IT agents integrated with Slack, Teams, Okta and ServiceNow.

Evaluation questions

• How are permissions granted?
• Which actions require human approval?
• How is audit logging done?
• How is PII scrubbed from prompts?

Risks to plan for

• Excessive automation permissions
• Ticket loss
• Off-policy password resets

Pilot metrics we recommend

• Tier-1 deflection rate
• Median time to resolution
• Employee CSAT