AI Native ITSM Platform

Unlike traditional chatbots, Agents take action. They investigate issues, pull data from your systems, guide employees through next steps, and complete work autonomously. When human judgment is needed, they escalate requests with full context so nothing gets lost in the handoff.

Agents are built for IT, HR, People Ops, and RevOps teams supporting modern, Slack-first organizations.

Configure Agents with Rules and Knowledge

Agents are configured using Rules: natural-language instructions that define how an Agent behaves when an employee asks for help. You don’t write code. You describe what the Agent should do in plain English.

Here's an example. You’re an IT manager dealing with constant hardware issues. You can create a Rule that tells an Agent to look up device diagnostics through your MDM when an employee reports a problem.

If CPU usage is high, the Agent suggests a restart. If battery health is low, it offers to initiate a replacement. If the issue needs hands-on support, it routes the request to your hardware team with diagnostics already attached.

Rules can trigger workflows, call APIs, send forms, assign humans when needed, and more. Agents don’t just respond; they can execute your playbooks.

Give Agents Context With Your Knowledge Base

Beyond Rules, Agents can connect to your Knowledge Base, giving them deep context about how your organization actually works.

When an employee asks about parental leave, the Agent references your HR policies. When someone needs help requesting new software, it pulls from your IT documentation.

Answers are grounded in your existing content. Every interaction reflects your processes, your policies, and your standards. Employees get cited answers they can trust.

Deploy Agents Where Work Already Happens

Once configured, Agents can be deployed anywhere your employees already ask for help, such as Slack and Email.

Employees don’t need to learn a new tool. They just ask questions the same way they always have. The difference is that now requests get resolved faster, with fewer handoffs and less back-and-forth.

Agents support multi-turn conversations, ask smart follow-ups when needed, and maintain context throughout. When a human steps in, they get the full picture instantly tracked in a Ravenna ticket.

Ravenna also gives you out-of-the-box analytics on Agent performance, so you can see exactly the impact your Agents are driving. Track resolution rates, response times, handoff patterns, and more. You'll have clear visibility into how Agents are helping your team, your employees, and the impact they are driving.