AI Virtual Agent for Enterprise Service Desk

Asteya’s AI Service Desk Agent triages incoming ServiceNow, Jira, or Freshservice tickets, classifies issues, scores priority, routes requests, and drafts accurate responses using internal SOPs and knowledge articles, reducing repetitive L1 effort while keeping support teams in control daily securely. 

Built on Laravel orchestration, Redis queues, vector search, and Claude/GPT reasoning, the solution retrieves approved knowledge, builds context, generates recommendations, logs audit trails, and writes updates back to service desk platforms through secure API integrations with controlled workflow execution support. 

The agent starts in recommendation mode, requiring L1 approval before closures or external emails. RBAC, PII masking, read-only access, and immutable logs support compliant adoption, helping teams reduce response time, improve consistency, and scale service desk automation safely.