Tray.ai unveiled an IT service management (ITSM) AI agent, built with its low-code Merlin Agent Builder, that automates IT support to cut cost and reduce human-handled tickets.
The system agent automates ITSM tasks such as provisioning access, assigning tickets and resetting MFA through a no-code setup and fast integration with systems such as Slack, Microsoft Teams, ServiceNow, Jira, Okta, and 700+ other enterprise applications. It harnesses all structured and unstructured data to resolve tickets, predict issues and auto-fix requests.
By incorporating powerful knowledge modeling, the agent unifies data from across an organization to provide the best self-service experience. Employees get instant answers and resolution without sifting through multiple apps or pages, said the company.
“IT teams are buried in routine support tasks that sap time and morale,” said Rich Waldron, the co-founder and CEO of Tray.ai. “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 so IT can focus on strategic wins that fuel growth instead of spending hours on routine ticket management, access provisioning and troubleshooting.”
Unlike single-purpose SaaS app agents or chatbots that simply surface information in response to questions, the Tray ITSM Agent reasons, acts and adapts across systems to automate IT support tasks and resolve requests intelligently and at scale. Due to the flexibility and low-code nature of the solution, the agent is customizable and can be extended by adding new tools or changing LLM’s, ensuring it adapts to each organization’s unique environment, unlike rigid single-purpose offers.
To accelerate customer results, Tray is introducing a limited-time, pre-packaged deployment offer, available today. This offer includes the fully configured ITSM Agent with guided onboarding and support, designed to help teams quickly get into production, speed impact demonstration and lay the foundation to expand agent use cases, with Merlin Agent Builder.
