Trayai unveils AI driven ITSM Agent to streamline IT support operations

Tray.ai has unveiled its AI-powered IT Service Management (ITSM) Agent, a solution designed to automate routine IT support tasks and reduce human workload by up to 75%. This innovation is part of Tray.ai's broader enterprise AI agent lineup, built using its low-code Merlin Agent Builder.

Key Features of the ITSM Agent

• Advanced Automation: Unlike basic chatbots, the ITSM Agent can reason, act, and adapt across multiple systems to resolve IT support requests at scale.
• Customizable Workflows: The low-code platform allows users to tailor workflows, integrate new tools, and switch between large language models (LLMs) to meet organizational needs.
• Broad Integration: The agent supports no-code setup and integrates with platforms like Slack, Microsoft Teams, ServiceNow, Jira, Okta, and over 700 other enterprise applications.
• Data Utilization: It leverages both structured and unstructured data to resolve tickets, predict issues, and automate fixes, providing employees with instant solutions.

Impact on Enterprises

According to a "State of AI Agent Development Strategies in the Enterprise" study, 61% of enterprises prioritize IT service desk automation for AI investment. Early adopters like Headway, Airbnb, and ShipStation have reported a 75% reduction in tickets routed to human agents, freeing IT teams to focus on high-value projects.

Addressing Security and Compliance

The deployment of AI agents raises concerns about security, compliance, and governance. Tray.ai addresses these with:

• Merlin Guardian Tokenization: Encrypts personally identifiable information (PII) in ticket workflows.
• Guardrails and Static Checks: Prevents malicious prompts and validates input data.
• Human-in-the-Loop: Requires approval for sensitive operations.
• Full Observability: Logs every step for compliance auditing.

Industry Outlook

Gartner predicts that by 2028, AI agents will be implemented in 60% of IT operations tools, up from less than 5% in 2024. Tray.ai's , Co-Founder and CTO, emphasized that the ITSM Agent goes beyond by combining .