Round-the-clock IT support that understands, reasons, and acts through one agentic front door

A multi-agent digital front door for a global engineering software enterprise, giving employees one conversational point of access to IT support, knowledge, troubleshooting, and service operations.

Outcome

Employees get IT help 24/7 through one conversation, repetitive service interactions are deflected, and escalations reach specialists with context and diagnostic information attached.

See the results

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At a glance

Client & industry

Global engineering software enterprise, with IT support spread across multiple systems, knowledge repositories, and specialist teams

Engagement

An agentic front door built as the intelligent first point of interaction between employees and enterprise IT services

Coverage

24/7, handling Tier 0 and much of Tier 1 support across knowledge, troubleshooting, incidents, and requests

Maps to below services

Agentic AI & AgentOps

Where it started

Modern enterprises expect IT services to be as simple and responsive as consumer digital experiences, yet employees still navigate portals, search knowledge bases, raise tickets, and wait for support teams to resolve routine issues.

Business problem

Employees navigated complex IT portals, searched fragmented knowledge sources, repeated information across interactions, and waited on routine issues. Support outside traditional service hours was limited, and the experience varied across IT services.

Technical barriers

Enterprise IT support ran across multiple systems, knowledge repositories, service processes, and specialist teams. Issues that guided troubleshooting could have resolved still escalated, adding to service desk workload and lengthening resolution cycles.

Agivant's role

Multi-agent architecture, conversational experience design, ITSM integration, and knowledge and escalation workflows

What Agivant built

Agivant built the front door on a multi-agent architecture, with specialized agents collaborating on each request. It understands intent, reasons over enterprise knowledge, orchestrates the right agents, executes supported IT actions, escalates with context when a person is needed, and learns from every outcome. Value in days and weeks.

Orchestrator agent

Determines the right path, coordinates the other agents, and manages the whole interaction.

Knowledge and guidance agent

Provides trusted answers from enterprise knowledge sources.

Troubleshooting agent

Guides employees through contextual diagnostic and resolution workflows.

Service operations agent

Supports ITSM processes such as incidents, requests, and service interactions.

Expert agent

Brings together deeper technical context, operational signals, and specialized enterprise capabilities.

Context-aware escalation

Hands the interaction to a person with relevant context and diagnostic information.

Learning loop

Captures outcomes and feedback to improve knowledge quality, agent performance, and the service experience.

How it is built

Architecture	Interface	Knowledge	Service integration	Grounding data
Multi-agent, orchestrator-led	Conversational, available 24/7	Enterprise knowledge sources and troubleshooting guidance	ITSM incidents, requests, and service interactions	The client's unified operational data platform

Before

Complex portals, fragmented knowledge, repeated information, waits on routine issues, and support limited to service hours.

After

One conversational front door with agent-driven reasoning and routing, direct IT actions, and context-aware handoffs, available 24/7.

Proof in production

An employee describes an issue in plain language. The orchestrator identifies the intent and routes it to the troubleshooting agent, which reasons over enterprise knowledge and guides the employee to a resolution. If the issue needs an incident, the service operations agent raises it, and if it needs a specialist, the handoff carries the context and diagnostics so the employee does not repeat anything.

Measured results

Repetitive requests stay out of the service desk queue, and specialists get better-quality information at the point of escalation.

24/7

Access to IT assistance

One

Front door across IT services

Deflected

Repetitive service interactions

Context-rich

Escalations, with diagnostic information attached

The repeatable pattern

Reusable asset

As more agents, enterprise systems, service actions, and operational data sources connect, the front door expands from AI-assisted support to increasingly autonomous service operations. Every build amplifies the next.

Challenges overcome

Bringing multiple systems, knowledge repositories, and specialist teams behind one conversation, keeping the experience consistent across different IT services, and handing over to people without losing context.

Enterprise movement

Foundational

Operational

Path to autonomous