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Agentic AI systems operate with minimal human intervention. They autonomously pursue goals, make decisions, adapt to new situations, and learn from interactions with limited oversight
Automation Use Case : Automatically send high-priority IT support requests to the operations support group's Discord channel to boost visibility and reduce mean response (MTTR_re) and resolution (MTTR_rs) times from 1 day to 15 minutes.
Tool Used : n8n is a workflow automation platform and combines AI capabilities with business process automation, offering technical teams both the flexibility of code and the speed of no-code. It provides out-of-the-box integration plugins for numerous communication channels such as Slack, WhatsApp and supports hooks for integrating ML/LLM models, enabling the development of RAG pipelines .
Proposed Solution : Use workflow automation to highlight all high-priority requests—defined as requests with an expected resolution in 1 day from the date of submission. All high-priority requests will be routed to the support group's Discord channel. Non-high-priority requests will be logged for routine follow-up as per approved SOPs.
Future Enhancement : Integrate NLP model to review request text and re-adjust the priority based on the internal scoring model.
AI Agent and Discord Integration
All high-priority requests submitted through the service request form will automatically appear in the support group’s Discord channel to boost visibility and prompt follow-ups. Resolved requests will be marked as complete and removed from the channel’s follow-up queue. The accompanying image illustrates the end-to-end implementation, highlighting the idea, solution, and technical feasibility.
Opportunities for Enhancement:
Upgrading automation logic from simple date comparison to incorporate sentiment analysis, automatic severity detection, and filtering out false-positive urgent tickets, optimizing the on-call resource utilization.
Implementing advanced tracking and monitoring for tracking service availability, health and improving service response time [current response time is 500 ms average]
Adding throttling to predefined limits to prevent Denial of Service [DOS] attacks and enable automatic service notifications.
Cl/CD , containerization and cloud deployment
Integrating service indicators into the Ops monitoring dashboard
Auto Generated Request Submission Form
In the prototype, a service request form is created using the n8n form wizard. Requests received through the HTTPS channel are then routed to the workflow automation engine.
Opportunities for Enhancement:
Implement routing logic to direct requests to the appropriate country or region-specific on-call support agent based on the email address.
Add a service severity dropdown and enforce strict security validation [remove special characters, personal identifiable information, curse words, JavaScript code , ascii characters -emojis, etc.] on the summary text box.
Send a confirmation message to the submitter’s internal Discord account upon submission.
Automation Workflow : This core automation workflow uses conditional routing logic:
If a service request is due within one day of the submission date, it is routed to the Discord ops channel and logged in the service request database.
All other (non-high priority) requests are only logged in the service request database.
In the prototype, requests are logged in a text file.
Opportunities for Enhancement:
Enhance the routing logic as described above.
Complete the feedback loop by sending a confirmation message to the user's dashboard account.
Further improve routing by incorporating NLP-based sentiment analysis and scoring models to optimize request handling.
For service request not closed in 45 minutes from the submission time, auto-route the request to secondary support agent
n8n Message Configuration :
Based on the JSON request Configure customizable Discord message
The n8n expression engine supports customizable message formats using the {{TAG}} syntax. All formatted messages can be sent to Discord through server and user ID-based integration.
Opportunities for Enhancement:
Allow the high-priority request threshold to be adjusted via an external variable, accommodating peak times and holidays.
Include the on-call agent ID for easier follow-up.
Secure integrations by storing backup credentials in an encrypted JSON file.
Generate a summary report every 8 hours and integrate it with the operations dashboard to track:
Total high-priority requests received
Number of requests resolved within 60 minutes of submission
Count of unresolved high-priority requests
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