> For the complete documentation index, see [llms.txt](https://docs.infraon.io/infraon-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.infraon.io/infraon-help/infinity-user-guide/workspace/agentic-bot.md).

# 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

![](/files/20732e77e6f8d152f3e9fcc10cc05e9c663e1d2a)

## **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.

![](/files/c18a43d7444d04a91900751f4808b38093c9a9a4)

## **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.

![](/files/28b5a2884e3efc5376cae30e8328810ecb55b362)

### **Agentic Bot Interface**

The Agentic Bot interface contains the following sections:

<table><thead><tr><th width="241.199951171875">Section</th><th>Description</th></tr></thead><tbody><tr><td><strong>Chat Sessions Panel</strong></td><td>Displays active and previous AI chat sessions.</td></tr><tr><td><strong>Search Bar</strong></td><td>Allows users to search previous AI conversations.</td></tr><tr><td><strong>Conversation Window</strong></td><td>Displays interactions between the user and the AI assistant.</td></tr><tr><td><strong>AI Action Header</strong></td><td>Displays the current AI operation and processing steps.</td></tr><tr><td><strong>Message Composer</strong></td><td>Allows users to send queries and instructions to the AI assistant.</td></tr><tr><td><strong>Workflow Status Area</strong></td><td>Displays AI processing stages such as classification, validation, or ticket creation.</td></tr></tbody></table>

## **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.

![](/files/3709274402b8565be1c0b6705d02a2381033aad6)

### **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.

![](/files/7eeea5292c729a160908fd7b55c15605d660b95b)

{% hint style="info" %}
If the service cannot be identified, the AI displays an appropriate validation message.
{% endhint %}

### **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.

![](/files/091d082792e6072025b6c3be0aab9fb1832296dc)

### **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.

![](/files/77632b6124e7570e76da361b98a57f8472d5789f)