IT SERVICE MANAGEMENT

A conversational IT service desk in chat, live in seconds

Employees ask for help in chat; IT works in its service-management tool. Wexa built a service desk that answers from IT knowledge, escalates into real incidents, and turns a manual resolution into an automation, with no database, vector store or workflow engine of its own.

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self-service answer citing past incidents
to open a real incident on escalation
go-live: 2 connectors and 5 skills provisioned
to hold a request containing personal data

CLIENT: Enterprise IT team on a leading workflow platform
REGION: US
WHEN: 2026
ENGAGEMENT: Solution build
WEXA COMPONENTS: Wexa · chat and ITSM connectors · knowledge base · process flows · approvals · data tables

01Case 11

The challenge

Requests arrive in chat; knowledge lives in the ITSM tool
Repetitive requests resolved by hand every time
Personal data must never reach a model

What Wexa built

Resolver: knowledge-base retrieval plus one model call → answer, automate, clarify or escalate
"Automate this": a manual resolution compiled into a deterministic process flow that runs the next matching request
Escalations open incidents; IT replies from the console into the chat thread; resolutions feed the knowledge base
Personal data held for human approval; parked writes resume after approval, even across restarts

02Case 11

How it runs on Wexa

FigureHow this use case runs on Wexa: client systems connected, ontology discovered, context graph in the Wexa memory layer, agents and process flows, and governance. Highlighted components are central to this use case.

03Case 11

Results

Measure	Before / without Wexa	With Wexa
Service-desk agents for 2,000 requests a month	12 agents	5 agents
Annual cost of the process	$840K	$350K
Time to implement the AI solution	6 months	1 week
AI build cost (one-time)	$480K	$8K
AI operating cost per year (models, infrastructure, upkeep, platform)	$312K	$166K
Total AI cost in year 1	$792K	$174K