Who We Help · ITSM / Support Ops Owner
Agentic AI for ITSM & Support Ops Owners — Certify Every Agent Version Against Your Real Tickets
You're the person accountable for whether the AI agent hurts CSAT or helps it. We give you a certification harness that replays your real historical tickets against every candidate agent version, plus approval-safe automation for the actions you're comfortable delegating — password resets, access requests, software provisioning — with human validation on anything critical.
Where the friction lives
- ›'We can't rigorously generate and test all production scenarios before launching' — the honest answer
- ›Vendor benchmarks don't reflect your tickets, your tools, or your escalation logic
- ›Every prompt or model change is a leap of faith into production
- ›L0 → L1 escalation quality is unmeasured — nothing improves
- ›Pressure to expand agent scope into access requests + compliance checks without safety rails
High-ROI use cases
Golden-ticket replay
100–500 real historical tickets curated and redacted into replayable scenarios with expected state changes.
>95% regression pass before release
State-diff scoring
Correctness, containment, escalation quality, latency, and privacy scored per candidate version — not just text matching.
Failure taxonomy in place
Approval-safe automation
Password resets, access requests, software provisioning routed through typed proposed actions with human validation on anything critical.
0 unauthorized state changes
Escalation loop instrumentation
Every AI-to-human handoff scored; escalations become the improvement backlog.
Escalation precision trending up
How we help
Real cases, not synthetic
Golden scenarios sourced from your actual tickets, not vendor-canned demos.
Release gate you can operate
The harness runs in your CI, owned by your team, with a report a non-engineer can read.
Approval-safe by design
Any expansion into access, compliance, or reset actions ships with typed proposed actions and validated rollback.
Drift as a first-class metric
Weekly drift dashboards show when reality diverged from the golden set — before customers notice.
CSAT-protective
'Talk to a person' bypass at every step; confidence thresholds tuned to your CSAT floor.
Engagement model & pricing
8–12 weeks for a certification lab; 12–20 weeks when combined with approval-safe automation for a workflow family. Weeks 1–4: golden set + scoring. Weeks 5–8: harness + release gate. Weeks 9–12: production wiring + drift monitor. Extension for approval-safe automation adds 4–8 weeks per workflow family.
What you get
- Regression-gated releases you can operate without an ML team
- Failure taxonomy that becomes your improvement backlog
- Approval-safe expansion into access + compliance actions when you're ready
- CSAT-protective — no silent quality drift
- Evidence trail compliant with SR 26-2 + ISO/IEC 42001 release-gate expectations
Frequently asked questions
How big should the golden set be?+
100–200 scenarios is enough for most bounded workflows. High-risk or high-volume workflows scale to 500+.
Can we backtest a vendor agent we didn't build?+
Yes, if the vendor exposes an API or replay hook. If not, the harness surfaces that gap as a procurement finding.
Will this slow our release cadence?+
Typical wall-clock target is < 20 minutes for the standard suite in CI — it should speed you up by eliminating late-stage regressions.
What actions can safely auto-execute?+
Deterministic, low-risk, reversible ones. Anything with financial, security, or compliance impact stays approval-safe.
How do escalation loops improve?+
Every escalation is scored + categorized; recurring categories become new golden-set scenarios that must pass before the next release.