AI is everywhere these days, right? Chatbots, copilots – you name it. Businesses are jumping on the generative AI (gen AI) bandwagon, hoping to make life easier. But here’s the thing: heaps of companies are using it, and most are saying, “Where’s the impact?”
The issue? It’s how AI’s being used. Those broad, one-size-fits-all tools like chatbots? Easy to set up, but the benefits are all over the place. The real magic is in the nitty-gritty, tailored stuff – AI built for specific business functions. But that’s where things get stuck. Pilots that never take off. Tech hurdles. Cultural roadblocks. Sound familiar.
The Numbers Don’t Lie:
- 78% of companies use gen AI in at least one business function.
- 80% of companies report no material impact on earnings from gen AI.
- Fewer than 10% of vertical use cases make it past the pilot stage.
So, what’s the solution? Enter Agentic AI – a game-changer for cloud operations and beyond.
Scaling Impact in Service Desk, IT Support, and SOC with Agentic AI
Here’s the thing: AI agents aren’t just another tool you plug into your existing workflows. They’re a whole new way of working. To really make an impact, you’ve got to rethink how your processes run and how your systems connect. It’s not about patching things up – it’s about building smarter, faster, and more resilient operations from the ground up.
Now, think about areas like service desk, IT support, and SOC – the backbone of any modern business. These are prime examples of where agentic AI can make a real difference.
Strategy: From Quick Fixes to Big Picture Thinking
Forget scattered experiments like adding a chatbot here or automating a ticket there. With agentic AI, it’s time to think bigger. Ask yourself:
- How can AI agents transform the way your service desk handles requests?
- What if your IT support team could predict and fix issues before users even notice?
- How can your SOC use AI to stay ahead of cyber threats, not just react to them?
The goal isn’t just efficiency – it’s about creating a competitive edge. Imagine a service desk that resolves 60% of tickets autonomously or a SOC that detects and neutralises threats in real time. That’s the kind of transformation we’re talking about.
Unit of Transformation: Rethink the Whole Process
Here’s where it gets exciting. Instead of slapping AI onto one step of a process, think about reimagining the entire workflow. For example:
- Service Desk: What if agents didn’t just assist with ticketing but proactively resolved common issues like password resets or software updates?
- IT Support: Imagine agents monitoring your systems 24/7, flagging potential problems, and even fixing them before they escalate.
- SOC: Picture agents that don’t just alert you to threats but actively block attacks, isolate affected systems, and provide a detailed post-incident report – all without human intervention.
It’s not about tweaking what you’ve got – it’s about asking, “What would this process look like if agents handled most of it?”
Delivery Model: Break Down the Silos
In the agentic era, you can’t have your AI team working in isolation. To make this work, you need cross-functional squads – teams that bring together IT experts, process designers, AI engineers, and data specialists.
For example:
- In your service desk, this might mean combining IT support staff with AI engineers to design workflows where agents handle routine tasks, freeing up humans for complex issues.
- In your SOC, it’s about integrating cybersecurity experts with AI specialists to build systems that can adapt to evolving threats.
It’s all about collaboration – humans and AI working together to create smarter, more seamless operations.
Implementation Process: From Experiments to Scalable Solutions
Let’s be real: experimenting with AI is fun, but it’s time to get serious. To scale agentic AI, you need solutions that are built to last. That means:
- Service Desk: Designing AI systems that can handle increasing ticket volumes without breaking a sweat.
- IT Support: Building scalable monitoring tools that grow with your infrastructure.
- SOC: Creating AI-driven security frameworks that adapt to new threats and integrate seamlessly with your existing tools.
And don’t forget about costs. AI solutions can be pricey to maintain if you don’t plan ahead. The key is to design systems that are not just technically robust but also financially sustainable.
A New AI Architecture Paradigm: The Agentic AI Mesh
To make agentic AI work, businesses need a new kind of architecture – the agentic AI mesh. This isn’t just a fancy term; it’s a framework that allows agents to collaborate, adapt, and scale across your systems.
The mesh is:
- Composable: Plug-and-play agents that integrate seamlessly.
- Vendor-neutral: No lock-ins, just flexibility.
- Governed: Built-in policies to ensure safety and transparency.
This architecture ensures that your AI agents don’t just work – they thrive, delivering real value across your operations.
Four Critical Enablers for the Agentic Era
Transforming cloud operations with agentic AI isn’t just about technology. It’s about people, processes, and governance. Here are the four enablers businesses need to succeed:
- People: Train your teams to work alongside AI and introduce new roles like prompt engineers and agent orchestrators.
- Governance: Set up frameworks to monitor agent behaviour and prevent sprawl.
- Technology Architecture: Build a foundation that supports interoperability and scalability.
- Data: Ensure your data is high-quality and accessible for AI agents to use effectively.
The CEO’s Role: From Experimentation to Transformation
Agentic AI isn’t just a tech upgrade – it’s a business transformation. And it starts at the top. CEOs need to:
- End the experimentation phase: Review what’s worked, retire what hasn’t, and focus on high-impact programs.
- Redesign governance: Align AI initiatives with business goals and set up cross-functional teams.
- Launch lighthouse projects: Start with a few high-impact workflows to showcase the potential of agentic AI.
This isn’t about tinkering around the edges. It’s about reimagining how businesses operate, compete, and grow.
How Intelliworx Can Help
For Australian businesses, the shift to agentic AI is an opportunity to lead, not lag. At Intelliworx, we specialise in cloud operations that empower businesses to thrive. Here’s how we can help:
- Tailored Solutions: We design agentic AI workflows that align with your business goals.
- Expert Support: From migration to optimisation, we’re with you every step of the way.
- Scalable Infrastructure: Our cloud solutions are built to grow with your business.
The future of cloud operations isn’t just about efficiency – it’s about agility, resilience, and innovation. With Intelliworx, you’re not just keeping up – you’re staying ahead.
Ready to take the leap? Let’s chat.