New AI tools aim to automate IT services and business process mapping

New artificial intelligence developments are targeting the automation of IT services and business process reengineering (BPR).

Salesforce Japan is highlighting the use of IT-specific AI agents to transform traditional ticket-based service models. These agents can handle natural language requests via chat, such as hardware applications or troubleshooting connectivity issues like VPN failures. By managing incident reporting, knowledge retrieval, and configuration changes, these agents aim to reduce the administrative burden on employees and streamline cross-departmental workflows.

In a separate development, Amorphous and Activated Trigger have launched ‘ProcessAI,’ a tool designed to generate business process flows through voice dialogue with AI. The tool maps current (As-Is) and improved (To-Be) workflows, identifying potential automation points and estimating time and cost savings. Developed with insights from former consulting professionals, the platform seeks to reduce the manual labor involved in documenting and restructuring corporate operations.