Ticket Triage Agent
L3 · Act within limits
Classifies new tickets, sets category and priority, detects duplicates and routes them to the right resolver group.
Agents that do the routine work of a capability centre — triaging tickets, correlating alerts, provisioning access after approval, matching transactions, preparing evidence for auditors — on the governed data fabric. Policy decides what goes straight through; a named person approves everything else, and no access grant, production change or financial posting is made by an agent alone.
These are agent designs from our AI & Agentic Engineering practice, mapped to the value chain of global capability centres, IT and BPM service providers and enterprise shared services in India. Agents marked with a delivered build mirror accelerators we have built; the live agent demo runs on banking sample data under the same controls.
The service desk spends its time on the fix, not the triage: tickets arrive classified and routed, SLA risk is visible before the breach, and repeat incidents become problem records.
Classifies new tickets, sets category and priority, detects duplicates and routes them to the right resolver group.
Scores every open ticket for breach risk from age, priority, comments and team load, and alerts the team lead before the clock runs out.
See the accelerator →Clusters repeat incidents across ticket numbers and drafts a problem record with the evidence and the likely root cause.
See the accelerator →Answers questions such as "why are we breaching SLAs?" or "what should we fix first?" from live ticket data, with recommended actions.
See the accelerator →On-call engineers see incidents, not alert storms, with a probable cause and a runbook ready; cloud spend is reviewed weekly, not monthly.
Groups related alerts from monitoring, cloud and network tools into a single incident and suppresses known duplicates.
Suggests the likely cause of an incident from recent changes, service dependencies and similar past incidents.
Runs read-only diagnostic steps from approved runbooks and prepares the remediation step for an engineer to approve.
Flags idle and oversized cloud resources and estimates the saving by team and application.
Engineering teams that own products for the parent get test, triage and tooling help inside the guardrails clients and the parent require.
Drafts test cases from user stories and code changes, including edge cases, for engineers to review and add to the suite.
De-duplicates new defects, links them to recent commits and assigns them to the owning team.
Scans REST and OpenAPI specifications, scores which endpoints suit AI agents, and generates MCP tool definitions for review.
See the accelerator →Scores a release from change size, test results and defect history, and assembles the go / no-go evidence pack.
Access is granted only after a named approver signs off, removed when people leave, and every grant and revocation is evidenced for the auditor.
Reads access requests with an LLM, extracts the user, role and permissions, and places them in the approval queue for the right approver.
See the accelerator →Creates users and assigns permissions in the target system once a request is approved, then notifies the requester.
See the accelerator →Compares HR leaver records with directory and application accounts and flags access still active after exit.
Enriches security alerts, groups related events and drafts an incident timeline for the analyst, including reporting deadlines.
Finance teams serving many entities close faster: matching, invoice exceptions and commentary are prepared by agents, and controllers approve every posting.
Matches bank, intercompany and vendor items across entities within agreed tolerances and explains the breaks it cannot clear.
Captures invoices and performs the three-way match against purchase order and goods receipt, with exceptions explained.
Drafts month-end variance commentary by entity and cost centre from ledger movements and drivers.
Runs the integrated finance data flows that produce recurring regulatory reports and flags any input that fails validation.
See the accelerator →Joiners are productive on day one, employees get policy answers with sources, and managers see attrition risk early — with personal data handled under the DPDP Act.
Turns a new-joiner record into account, asset and access tasks across IT and HR, and tracks them to day one.
Answers employee questions on leave, benefits and policy from approved policy documents, citing the source.
Spots team-level attrition risk from engagement, workload and tenure patterns for HR business partners.
The centre runs AI as a portfolio for the parent: ideas become business cases, models and agents are evaluated, value is tracked — and bids and programmes are run by agents too.
Structures new AI ideas into a draft business case and scores them against the 12 maturity layers and data readiness.
Runs scheduled evaluations on models and agents in production and flags drift, override spikes and failed guardrail checks.
Analyses RFPs, extracts requirements, checks compliance and risk clauses and drafts responses from the content library for the bid team.
See the accelerator →Computes earned value, schedule integrity and RAID exposure for delivery programmes and drafts the status report.
See the accelerator →Controls are tested on all the data, continuously, and every finding arrives with its reasoning, an owner and a remediation date.
Finds ticket pauses and closures that hide true SLA breaches and narrates the investigation from detection to remediation.
See the accelerator →Tests IT general controls on all the data — changes deployed without CAB approval, leavers with active access — and explains each exception.
See the accelerator →Assembles audit evidence and control-diary entries for client, parent and statutory audits.
Policy decides what goes straight through; people approve everything else; a kill switch halts all agents. The live demo runs on banking sample data — the same controls apply to every GCCs & IT Services squad.