Blog post: TicketPilot:AI Agents at Work to Simplify and Make Support More Efficient and Effective
When we hear “AI,” we often think only of large language models and text generation. But real-world applications demand more. In practice, the most effective AI solutions combine multiple intelligent components — each specialized for a specific task — working together to solve a broader challenge.
That’s exactly how TicketPilot operates. Long before the term Agentic AI became popular, TicketPilot was already built on the idea of collaborating AI agents — modular, focused components that interact to deliver autonomous, intelligent support.
Let’s look at a concrete example: how TicketPilot handles dispatching — assigning a support ticket to the right team. The advantages are clear: 24/7 availability (especially useful across time zones), no manual triage effort, and — crucially — transparent, documented decisions based on history and context.
The Dispatching Use Case: A Team of Agents at Work
Take dispatching, for example. Here’s how different AI agents in TicketPilot work together:
- The Machine Learning Agent: Trained on the full ticket history, this agent learns the connection between ticket content — including attachments — and the teams that resolved similar issues in the past.
- The Documentation Agent: Reads internal and external documentation to understand business responsibilities and team structures. It knows which topics fall into which domain.
- The Similarity Agent: Finds and analyzes similar past tickets, comparing differences and overlaps. It knows which team handled what — and why. - The Dispatching Agent: Brings it all together. It weighs the input from the other agents, evaluates their relevance, and comes to a final decision: which team should take the ticket. Importantly, it also explains the why — giving the receiving team a clear view of the rationale, references, and similar past cases.
Why It Matters
This approach doesn’t just automate triage — it builds trust and understanding between teams. It ensures consistency, scales effortlessly, and documents decision logic in a way that manual processes never could. In short: TicketPilot turns support into a system that learns, adapts, and explains — driven by collaborating AI agents.
How Your ITSM Tool Becomes an AI-Powered Knowledge System in Four Phases with TicketPilot
Proof of Value (POV) – Validating Feasibility and Business Impact Together
Every success starts with a clear goal. In a joint Proof of Value project, we work with your team to define a longlist of potential use cases. From this, we select 2–3 concrete scenarios to implement and evaluate in your environment. This results in a solid business case — data-driven, transparent, and tailored to your organization.
Installation or Integration – Whatever Fits Your IT Landscape
Whether you're using Jira, ServiceNow, or your own ITSM system: we provide the appropriate plugin or a REST API — including a dedicated test environment. Installation is lean and simple — with no major interventions in your system architecture. Our goal: get started quickly, without burdening your IT.
Configuration & Fine-Tuning – Your Processes, Your Data, Your Setup
Your business is unique — and that’s exactly how we approach the implementation of TicketPilot. Together, we configure the system to match your existing processes, roles, and workflows. Your tickets, attachments, and knowledge sources (e.g., Confluence, SharePoint, Wiki) are indexed and integrated intelligently. Whether you need help with configuration or prefer to do it yourself — we adapt. We focus on high recognition accuracy, meaningful thresholds, and seamless integration. The goal is a setup that not only works technically, but creates real added value for your team — efficient, secure, and understandable.
Productive Use – Go Live and Deliver Impact
After successful validation, TicketPilot moves into productive use. You install the plugin in your live environment — we ensure stable backend operations, and handle monitoring, support, and maintenance. The result: your support and development teams immediately benefit from intelligent automation, better transparency, and faster response times. And best of all — your data stays secure in Switzerland.
