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 Alistair Russell, Co-Founder and CTO, emphasized that the ITSM Agent goes beyond rudimentary chat interactions by combining deep integration with smart automation.

Availability

The ITSM Agent is available as part of a limited-time pre-packaged deployment, enabling organizations to quickly demonstrate measurable benefits. For more details, visit Tray.ai.

Quote from Tray.ai CEO

"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." — Rich Waldron, Co-Founder and CEO of Tray.ai