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    Automation
    • 11 Apr 2025
    • 2 Minutes to read
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    Contents

    Automation

    • Updated on 11 Apr 2025
    • 2 Minutes to read
    • Print
    • PDF
    Article summary

    Overview

    Automation in the AI for Work (Action-Oriented) refers to the use of intelligent systems and workflows to automate repetitive, rule-based tasks and streamline service delivery across an organization. It ensures that processes such as ticket resolution, request management, and routine operational tasks are executed efficiently, consistently, and with minimal human intervention.

    Integrated cross-functional automation ensures faster delivery, improved efficiency, and cost-effective service experiences. Automation is a cornerstone of the AI for Work (Action-Oriented) model, enabling streamlined operations, reduced manual workload, and improved workflow efficiency.

    In AIW, the role of automation—including Runbooks, Skills, and Tasks - is pivotal in enhancing efficiency, accuracy, and decision-making, while also reducing the need for human intervention.

    User Persona: Administrator

    A large telecom company faces high volumes of customer queries across various channels, leading to slow responses, inconsistent service, and high costs. By using Automation to automate workflows, tasks, and skills, the company enhances efficiency and boosts customer satisfaction.

    Let us explore how an Automation is used in the context of AIW.

    Automated Workflow to handle Customer Support Tickets

    • A ticket is automatically created whenever a customer sends an inquiry via any channel such as email, chat, etc.

    • The AIW system categorizes and prioritizes the tickets based on urgency such as technical support, network outages etc.

    • The AIW then routes the ticket to the appropriate department such as Tech Support or Server Support without human intervention.

    Automation plays important role for AIW to perform above actions by creating automated workflows (Runbooks) using skills and tasks.

    Benefits

    The following infographic depicts the key benefits of Automation.

    Use Case

    Let’s explore the following use case.

    Use-Case

    Solution

    At NovaTech Employees currently lack a centralized and efficient way to view and track the incidents they have raised. Additionally, once an incident transitions from the New to In-Progress status, employees need to be able to schedule a reminder so they can follow up on the incident's progress and ensure timely resolution.

    The goal to streamline the tracking and management of incidents raised by employees, while ensuring timely follow-ups.

    1. View the list of incidents they have raised, including their current status and key details.

    2. Set a reminder for themselves once an incident moves from New to In-Progress to keep track of the incident's progress and ensure timely follow-up.

    To address these requirements, automation plays an important role to create a workflow to fetch the complete list of raised incidents by user and to schedule the reminders.

    Incident List Fetching Automation

    1. Implement a workflow that automatically fetches the complete list of incidents raised by the employee.

    2. This list will include key details such as incident ID, Created on, Symptom, Description and, status, with a comprehensive view of their raised incidents.

    Reminder Scheduling Using Scheduler

    1. Scheduler in Automation component allows employees to set a reminder once the incident’s status transitions from New to In-Progress.

    2. The reminder will notify the employee at a specified time to follow up on the incident, ensuring timely attention and action.

    3. The scheduling mechanism will be automated based on the incident status update, removing the need for manual tracking.

    The following table describes the high-level flow to configure Automation

    Step

    Action

    User Persona:

    Administrator

    Description

    1

    Skills

    Skills are command sets written in languages like PowerShell, Perl, or Python to automate tasks, with configured scripts enabling orchestration workflows.

    2

    Runbooks

    Runbooks automate and manage sequences of connected tasks across systems to achieve specific objectives efficiently.

    3

    Scheduler

    An Automation Scheduler triggers workflows automatically based on defined time or condition-based schedules, eliminating the need for manual intervention.

    Let's dig into Key Components of Automation!

    For more information on Automation, refer to Service Automation Documentation.


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