**Troubleshoot & Resolve – Tech Assist** is a cutting-edge Agentic AI solution, designed to automate and streamline IT issue resolution across industrial and enterprise environments.

**Troubleshooting Guide** —an intelligent AI agent that extracts key information from task records, summarizes the issue context, and generates actionable, step-by-step troubleshooting recommendations.

This solution supports a wide range of ServiceNow task types, including Incidents, OT Incidents, Change Requests, Problems, and Cases. By automating diagnostics and reducing manual intervention, **Agentic AI -**   **Tech Assist** significantly accelerates resolution times, minimizes downtime, and enhances overall system performance.

Tailored for a wider range of agents like IT administrators, support engineers, and operations teams particularly in sectors like manufacturing—the solution improves operational resilience, reduces support costs, and promotes data-driven decision-making through fast, consistent, and intelligent issue resolution.

**Business Challenge:**

Organizations face increasing pressure to maintain high system availability while managing complex IT infrastructures. Traditional troubleshooting methods are time-consuming, error-prone, and heavily reliant on manual effort. The lack of intelligent, real-time support results in delayed resolutions, operational inefficiencies, and increased risk of SLA breaches—especially when dealing with large volumes of tasks and fragmented technical knowledge.

- **Agentic AI Powered Intelligent Ticket Resolution:**
Troubleshoot & Resolve – Tech Assist utilizes ServiceNow Agentic AI and state-of-the-art Large Language Models (LLMs) to deliver intelligent, automated ticket resolution. By contextualizing and resolving records with precision, the solution significantly enhances operational efficiency and accuracy across the enterprise.

- **Real-Time Guidance & Diagnostics:**
Powered by Troubleshooting Guide AI Agent, the system provides actionable, context-aware insights for various task types including Incidents, OT Incidents, Change Requests, Problems, and Cases. It dynamically extracts and analyzes relevant data—such as short descriptions, work notes, and comments—to guide agents through resolution steps in real time.

- **Seamless External RAG Integration:**
Integrated with external RAG (Retrieval-Augmented Generation) and orchestrated through ServiceNow Agentic AI, the solution generates document-based, context-rich responses to complex queries. This ensures rapid and precise problem resolution by surfacing the most relevant knowledge at the right moment.
- **Multi-Turn Conversational Support:**
Enabling sophisticated Q&A interactions, Agentic AI supports iterative, multi-turn conversations that mimic expert-human engagement. This drives deeper diagnostics and resolution through adaptive dialogue, enhancing agent productivity and user satisfaction.