ECS 2027

31/05/2027, Congress Center Düsseldorf
Düsseldorf, Germany

We let agents take over the ticket queue. Here’s what happened.

Everyone has an AI operations slide by now. Very few have actually let agents loose on a live service desk. We have. In this session I’ll show you what happened when we put agents to work on real incident and request queues at two very different customers. One is a global enterprise with 45,000 tickets a month. The other is a Danish IT services team with 1,000. This is not just a theory session, we started with the data: what the teams actually solve today, and what agents can and can’t take over. Then we built it on Azure, in the customer’s own tenant, with agents running approved runbooks instead of doing whatever they like. The end result: around 60% of the work gone at enterprise scale, two full-time roles freed up at the smaller one, and a better outcome than our own analysis predicted. I will go over the method, the numbers and the mistakes we made along the way.