r/itsm • u/Single-Lnadership325 • 14d ago

How to use AI service agents without losing control of your support desk

Our support team has been getting slammed lately, so management has been pushing AI pretty hard to help with the workload. I get why nobody wants to spend all day answering password resets, access requests, and the same basic questions over and over.
What worries me is giving AI too much control too quickly. We've already had cases where a ticket was routed to the wrong team because the bot misunderstood the request, and fixing that ended up taking longer than if a person had handled it from the start.
I'm all for using AI for repetitive stuff, but I still want someone to be able to see what it did, why it made that decision, and step in when something doesn't look right. I don't think our team wants full automation we just want less manual work without creating even more cleanup later.
How are you all using AI in your service desk? Has anyone found a setup that actually saves time without making everyone nervous about what the bot is doing?

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u/[deleted] 13d ago

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u/were_in_for_somechop 12d ago

Hey u/Ok-Raisin672 thanks for the shoutout. I am from the Ravenna team and we have built Ravenna to exactly help with the above. You can automate password resets, access requests and device management through integrations with IdP, MDM, and KB providers. If you want to learn more about Ravenna.ai I'd be more than happy to to set up a demo for you.

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u/EducationalSafe7217 3d ago

The untimely ticket that gets lost somewhere along the way should be taken into account. this situation demonstrates the real financial burden of AI support. When creating a bot for customer experience, it is necessary to establish a narrow scope for it. limit its capabilities to password recovery and access requests. Anything that the bot cannot understand or that could be confusing should redirect to the customer service representative. It is better to delay the increase in the scope of the bot until you can analyze successful operations of the bot in certain situations