Tray.ai launches ITSM Agent to automate IT support tasks

Tray.ai has introduced an AI-powered agent for IT Service Management (ITSM) that automates routine IT support tasks and reduces the workload typically handled by humans.

The company's ITSM Agent is part of Tray.ai's enterprise AI agent line-up, created using its low-code Merlin Agent Builder. While many software-as-a-service (SaaS) app agents function primarily as chatbots or knowledge bots offering basic information, Tray's ITSM Agent is designed to go further by reasoning, acting, and adapting across multiple systems to automate and resolve IT support requests at scale.

The low-code nature of the solution enables users to customise workflows, add new tools easily, or switch between large language models (LLMs), supporting individual organisational needs and requirements. This approach contrasts with many existing solutions, which are limited to a single application's ecosystem and constrained functionality.

According to the "State of AI Agent Development Strategies in the Enterprise" study, 61% of enterprises view IT service desk automation as a top priority for AI investment. Tray.ai's leadership in this market comes as organisations increasingly seek to reduce the burden on IT teams and drive efficiency.

In initial rollouts with organisations including Headway, Airbnb, and ShipStation, Tray.ai reports that customers have experienced a 75% reduction in tickets routed to human agents. As a result, IT teams can dedicate more time to high-value projects while minimising the need to manage repetitive support tickets manually.

The ITSM Agent automates standard tasks such as provisioning access, assigning tickets, and resetting multi-factor authentication. It offers a no-code setup and integration with platforms like Slack, Microsoft Teams, ServiceNow, Jira, Okta, and more than 700 other enterprise applications. The agent leverages both structured and unstructured organisational data, resolving tickets, predicting potential issues, and automatically fixing requests on demand. This is designed to give employees instant answers and resolutions, without needing to navigate multiple systems or pages.

Rich Waldron, Co-Founder and Chief Executive Officer of Tray.ai, said, "IT teams are buried in routine support tasks that sap time and morale. People don't want to read a wiki page anymore or even have a knowledge bot tell them what to do. They just want someone to do the task for them. Our ITSM Agent meets that expectation by taking real action in a fast, flexible, and safe way so IT can focus on strategic wins that fuel growth instead of spending hours on routine ticket management, access provisioning, and troubleshooting."

The deployment of AI agents raises concerns about security, compliance, and governance. A recent survey found that 57% of IT leaders identified these as top priorities when adopting agent technologies. Addressing this, Tray.ai's ITSM Agent includes controls for governance across several fronts:

– Merlin Guardian tokenisation, which encrypts personally identifiable information (PII) throughout ticket workflows

– Guardrails and static checks that prevent malicious prompts and validate input data

– Human-in-the-loop functionality, requiring approval for sensitive operations

– Full observability, logging every step to support compliance auditing

Gartner predicts that by 2028, AI agents will be implemented in 60% of all IT operations tools, compared to fewer than 5% at the end of 2024.

Alistair Russell, Co-Founder and Chief Technology Officer of Tray.ai, said, "Unlike single-purpose SaaS app vendors that tout agents but deliver only rudimentary chat interactions, Tray fuses deep integration with smart automation. It pulls data from everywhere, inside and outside your ITSM platform, for context that drives real results, turning complexity into a competitive edge."

Tray's ITSM Agent can be programmed with pre-built tools, connected to a business's data sources, and interact through chosen communication channels, operating on a platform that adapts to organisational needs. Its introduction is being offered as part of a limited-time pre-packaged deployment, aiming to enable organisations to get up and running and demonstrate measurable benefits rapidly.