The IT Analyst Agent is an AI-powered assistant integrated with Apex 2.0, designed to streamline ticket management for IT Analysts. The primary objective is to automate ticket monitoring and updates, enabling analysts to manage their workload efficiently, stay on top of deadlines, and meet service expectations without manual tracking or switching between interfaces.
Automatic Ticket Summarization
Enable IT Analysts to view a clear ticket summary when prompted by the bot. This helps them manage workloads, track deadlines, and meet service expectations efficiently.
This delivers instant, AI-generated ticket summaries to analysts, removing the usual manual review burden and supporting proactive workload management. The approach enhances productivity, minimizes risks related to missed deadlines or compliance gaps, and helps analysts prioritize and act on their most critical ticket responsibilities, all in a single view.
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Capability | Description | Example |
|---|---|---|
Automatic Ticket Query & Summary | When the analyst prompts the bot for a ticket summary (e.g., "show me a summary of tickets assigned to me"), the bot queries all tickets assigned to the analyst. Each ticket is summarized by AI. | Analyst: “Show me all my open tickets.” AI: "Here are your open tickets: 1. INC2345 - High Priority - Status: In Progress - Last update: 2 hrs ago - Next step: Awaiting vendor response. 2. INC4567 - Medium Priority..." |
Summary Presentation | All generated ticket summaries are displayed in an organized, easy-to-read format (e.g., list view) when prompted by the analyst. | Analyst: “What’s the status of my tickets?” AI:
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Content Accuracy | Summaries always reflect the most up-to-date ticket information available from the Apex 2.0 system. | Analyst: “What’s the status of my tickets?” AI: "INC2345 - Status: In Progress (updated 10 minutes ago)." |
Error Handling | If there are no open tickets or the summary generation fails, the bot informs the analyst accordingly. | Analyst: “Show me my open tickets.” AI: “You have no open tickets at this time.” or AI: “Sorry, I was unable to retrieve your ticket summary. Please try again later.” |
Ticket Status and Updates via Chat
Analysts are often responsible for managing multiple tickets simultaneously and must keep records up to date for compliance and collaboration. Switching between systems or interfaces to record routine actions is time-consuming and prone to oversight. By enabling direct updates through chat, the agent increases analyst efficiency, ensures real-time ticket accuracy, and reduces context switching.
This empowers analysts to keep incident tickets current and complete—without leaving the chat interface. It delivers a seamless, accurate, and auditable workflow for status updating and note-keeping, leading to higher efficiency, reduced manual effort, and better service record integrity.
Capability | Description | Example |
|---|---|---|
Identify ticket from analyst message | AI detects the ticket ID from the analyst message, checks if it exists, and responds if not. | Analyst: “Update INC2345 to Pending” |
Update ticket status | AI updates the ticket status and confirms the action to the analyst after updating. | Analyst: “Update INC2345 to In Progress” AI: “INC2345 has been updated to In Progress.” |
Add Remarks Before Completing Ticket | The AI prompts the analyst for a remarks such as (mandatory fields) for different status before updating a ticket, then updates and confirms the action. | Analyst: “Resolve INC2345” AI: “Please provide the solution to resolve INC2345.” AI: “INC2345 has been updated to Resolved.” |
Handle combined commands (status + note) | AI can process a combined command to update both the status and add a note in one step. | Analyst: “Update INC2345 to In Progress and add note: Restarted services.” AI: “INC2345 status changed to In Progress and note added.” |
Handle ambiguous or invalid inputs | AI detects ambiguous or incomplete commands and prompts the analyst for clarification. | Analyst: “Update ticket” AI: “Please provide a ticket ID.” Analyst: “Update INC2345 to Finished” AI: “Invalid status. Valid statuses are: Pending, In Progress, Resolved, Cancelled.” |
Create Incident on behalf of End User
The Create Incident for End User feature allows the IT Analyst Agent to efficiently generate and submit incident tickets on behalf of end users during chat interactions. By capturing all necessary problem details and automatically logging incidents in the ITSM system, this capability reduces manual effort for both users and analysts, accelerates response times, and enhances the overall user support experience.
Capability | Description | Example |
|---|---|---|
Create Incident for End User | Allows the agent to generate incident tickets on behalf of an end user. | Analyst Input: I need to create an Incident for John AI Agent: Creating incident for John.miller@acme.com Please describe the issue(type ‘cancel’ to cancel): Analyst Input: Unable to capture screenshot from the Snagit tool AI Agent: Please confirm the incident details: User: John.miller@acme.com Symptom: Snagit tool cannot capture screenshot Description: The user is unable to capture a screenshot using the Snagit tool. Details about the error message displayed, system environment, or edition of the tool being used are needed to proceed. Type ‘yes’ to create, ‘edit’ to change ‘description’ or ‘cancel’. |
Unified IT Analyst
The IT Analyst Agent now offers IT Analysts a unified chatbot experience that combines both advanced analyst functions and end-user self-service actions within a single login and interface. This enhancement eliminates the need to switch between personas or clients, allowing analysts to seamlessly manage their operational responsibilities and personal IT needs side by side. All self-service features—such as password resets, personal ticket submissions, and knowledge base searches—are accessible alongside analyst tools like user administration and ticket management, streamlining workflows and improving efficiency without compromising security or permissions.
Capability | Description | Example |
|---|---|---|
Create Incident | Allows the agent to generate incident tickets on behalf of an end user and self (Analyst). | Analyst Input: I need to create an Incident for Emily AI Agent: Creating incident for emily.miller@acme.com Please describe the issue(type ‘cancel’ to cancel): Analyst Input: Unable to connect to VPN AI Agent: Please confirm the incident details: User: John.miller@acme.com Symptom: VPN connection Issue Description: The user is unable to connect to VPN. Type ‘yes’ to create, ‘edit’ to change ‘description’ or ‘cancel’.
User Input: My outlook is not working AI Agent: I found an article that might help you: Not able to Login to Microsoft account Could you check this and let me know if it helps to resolve the issue? If not, we can look into more specific troubleshooting steps! |
Mandatory Field Validation
Mandatory Field Validation ensures that all essential information is provided before an Incident status change action can be submitted or progressed within the IT Analyst Agent workflow. By enforcing the completion of required fields, the system minimizes incomplete submissions, and streamlines downstream processes, leading to higher data quality for missing information.
Capability | Description | Example |
|---|---|---|
Mandatory Field Validation | Ensures all required fields are completed before Status change. User cannot change the status of an Incident until the mandatory field(s) is filled in. | Analyst Input: Change the Incident ID 0123 to Pending Status.
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Live Agent Transfer
Live Agent Transfer enables seamless escalation of support interactions from the IT Analyst Agent to a human agent when a query cannot be resolved automatically. This feature ensures that complex, sensitive, or time-critical issues—such as aged service requests or blocked workflows—receive prompt attention from a qualified support analyst, thereby enhancing user satisfaction and maintaining service quality.
Capability | Description | Example |
|---|---|---|
Live Agent Transfer - Escalate Aged SRs | Escalates the conversation to a human agent when automation cannot resolve the issue. | Analyst Input: Provide an Update on SR123 AI Agent: This service request has been open for 5 weeks, which requires special attention. I’m connecting you with a human agent who can better assist with this case. Are you sure that you want to connect to an human agent? ‘Yes’ ‘No’ |