Agentic Bot
Agentic Bot is an AI-powered conversational assistant available within the Workspace module. It enables users and technicians to interact with Infraon Infinity services through natural-language conversations for ticket management, request handling, issue troubleshooting, and operational assistance.
The Agentic Bot helps users perform ITSM-related activities directly in the chat interface, without navigating multiple modules or forms.
The module supports conversational workflows for:
Ticket creation and management
Request inquiry and tracking
AI-assisted troubleshooting
Human handover to live technicians
Real-time conversational support
Service classification and recommendations
Chat history and session continuity
How does it work?
Users access the Agentic Bot from the Workspace module.
The AI assistant analyzes user queries and identifies the required action.
The system classifies the request based on available services and workflows.
The AI provides troubleshooting guidance or operational assistance.
For sensitive operations such as ticket creation or technician handover, the AI requests user confirmation before execution.
The system performs the requested action after approval.
If required, the conversation can be transferred to a live technician.
All conversations and actions are stored for audit and tracking purposes.
Navigating Agentic Bot
To access Agentic Bot:
Navigate to Workspace.
Select the Agentic Bot icon from the left panel.
Start a new chat session or select an existing conversation.
Agentic Bot Interface
The Agentic Bot interface contains the following sections:
Chat Sessions Panel
Displays active and previous AI chat sessions.
Search Bar
Allows users to search previous AI conversations.
Conversation Window
Displays interactions between the user and the AI assistant.
AI Action Header
Displays the current AI operation and processing steps.
Message Composer
Allows users to send queries and instructions to the AI assistant.
Workflow Status Area
Displays AI processing stages such as classification, validation, or ticket creation.
Service Management
Agentic Bot supports conversational service management operations for both tickets and requests.
Supported operations include:
Create tickets through chat
Create service requests
View ticket details
Retrieve request information
Check ticket status
Search tickets using keywords
Filter tickets by status or date
View assigned tickets
Retrieve requester-specific tickets
Generate issue summaries
Request technician handover
The AI automatically identifies the required workflow based on the user's conversation.
Ticket Management
Agentic Bot allows users to create and manage tickets in a conversational way.
The AI guides users through the ticket creation workflow by collecting:
Service category
Ticket summary
Description
Priority
Related service information
Before ticket creation:
The AI validates the collected information.
The AI displays a summary of the planned ticket.
User confirmation is required before submission.
After confirmation:
The ticket is created automatically.
The system displays the ticket details and confirmation message.
If the service cannot be identified, the AI displays an appropriate validation message.
Request Management
Agentic Bot also supports request-related conversational workflows.
Users can:
Retrieve request details
View open requests
Search requests
Check request status
Retrieve assigned requests
The AI provides a summary of the request information directly within the conversation window.
AI-Assisted Troubleshooting
The Agentic Bot provides troubleshooting guidance based on the user's reported issue.
The AI can:
Identify probable issue categories
Suggest troubleshooting steps
Recommend corrective actions
Provide operational guidance
Suggest related services
Troubleshooting responses are generated in a conversational tone to assist users before escalation or ticket creation.
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