Exploring AI Workforce
Learn more about AI Workforce and review the benefits AI workers can provide for different users in your organization.
AI workforce overview
Your AI workforce is made up of AI workers. AI workers are autonomous and are composed of many different AI agents. The individual AI agents that make up the AI worker each solve their own discrete tasks, such as prioritizing a task or identifying similar records. The AI worker uses the many AI agents to accomplish bigger tasks, such as task triage or updating the customer with solutions worked for users with similar issues. Unlike AI agents, which automate specific business tasks, the AI worker can perform many relevant tasks to function like a member of your team. Routine and low-level work, such as handling password reset requests, that would usually distract human agents from more complex work can be addressed by the AI worker instead.
Skills are the types of issues that an AI worker can handle, and the tasks are the specific actions that an AI worker can use to solve those issues. After configuring, you can test your AI worker on tasks to verify that they work as expected. Once an AI worker has been activated and run on different records, you can monitor its performance and activity.
You can assign them to different assignment groups and roles to limit the scope of their work and the data they can access.
AI L1 Service Desk Specialist
The AI worker available for activation is the AI L1 Service Desk Specialist. This AI worker has two skills, General inquiries and Laptop issues. These are the two domains that the AI worker has enough context and practice to work in at its best.
The tasks available to the AI L1 Service Desk Specialist include:
- Task classification and assignment
- Incident triage and diagnosis
- Investigate and resolve
- Communicate updates
- Handle escalations and reroute tickets
You can learn more about the different tasks and their options are in Edit the tasks of an AI worker.
To access the AI L1 Service Desk Specialist, you must have the following applications and plugins installed:
- Service Operations Workspace ITSM Applications [sn_sow_itsm_cont] version 8.4
- Now Assist for IT Service Management (ITSM) version 12.1
- Zero Touch Service Desk plugin [sn_ztsd] version 1.0
AI workforce users
| User | Role | Description |
|---|---|---|
| AI administrator | sn_aia.admin | The AI administrator can configure and activate AI workers using AI Agent Studio. Once AI workers are activated, they can monitor their performance and activity to track their effectiveness, efficiency, and customer satisfaction. |
| Service Desk manager | sn_sow_itsm_common.sn_service_desk_manager | Service Desk managers have the capabilities of a standard Service Desk Agent (sn_service_desk_agent) as well as team level oversight and task resolution. They can view and manage team performance reports, analytics, and tasks and onboard an AI worker to the team in Service Operations Workspace. |
| Service Desk agent | sn_itsm_common.sn_service_desk_agent | Service Desk agents resolve tasks, such as incidents and cases, using their knowledge, research, and experience. They have access to the Service Operations Workspace, where they have the ability to view the work of an AI worker on a record. |
AI workforce workflow
- Onboard an AI worker. After installing the application and plugin and activating the sn_aia.enable_ai_workers system property, you can activate an AI worker as-is, or you can configure any of the
following:
- Basic details, including name, profile icon, department, and description
- Profile, including the roles and assignment groups
- Tasks, the capabilities for the AI worker
- Monitor AI worker activity. You can review the records that the AI worker has worked on individually to check how it's doing.
- Track AI worker performance. Analytics for AI workers track their effectiveness, efficiency, and value can be found in AI Agent Studio. Use the analytics routinely to ensure that the AI worker keeps up if things change. If performance isn't where you want it to be, you can configure it again at any time.