Autonomously resolve IT tickets with Context-Aware Agents.
IT tickets are natural language — and standard RPA can't read them. Rollio's Contextual Data Engine translates unstructured intent into structured actions, bridges ServiceNow with your existing identity and configuration data, and empowers AI Agents to resolve L1/L2 tickets end-to-end. No data scientists required.
Standard IT automation cannot read human context.
AI agents can only act on data they understand. In IT service management, that creates two compounding problems: tickets are written in natural language — intent, urgency, and user context that no structured CMDB field can capture. And the supporting data that gives a ticket meaning — configuration history, recent change records, prior incident resolutions — is scattered across systems that aren't connected to your ticketing tool.
When a request arrives, the agent sees what the user typed but not the environment behind it. Without full context, automation stops at routing — and highly paid engineers spend 60% of their day manually gathering the picture before they can even begin to resolve the issue.
60%
Time on routine tickets
30%
First-contact resolution
5–10d
Resolution time
5/10
User satisfaction
Contextual resolution, not just routing.
Rollio bridges the gap. By contextualizing the unstructured intent of a user's ticket with your structured identity and service management data, our AI Agents actually solve problems end-to-end, escalating only complex incidents to human engineers.
Contextual Triage
Every ticket is read, understood, categorized, and prioritized in seconds — with relevant service context automatically attached.
Autonomous L1/L2 Resolution
Password resets, access provisioning, and VPN troubleshooting are executed end-to-end without human touch.
AI-Assisted Incident Response
Agents instantly pull related incidents, recent changes, and prior patterns from your systems so engineers can act immediately.
Intelligent Change Management
Change requests are cross-referenced against policies and historical patterns, surfacing risk profiles for Human Supervisors.
Zero-Touch Onboarding
Cross-system account creation, license assignment, and access provisioning are fully executed by Day 1.
Continuous SLA Enforcement
Agents monitor SLA thresholds proactively, resolving imminent breaches or escalating them before they impact users.
The business impact: 75%+ autonomous first-contact resolution, MTTR reduced from days to hours, and your engineers finally focused on strategic infrastructure.
How the ITSM Agent operates in reality.
Password reset
- 1Verify user identity
- 2Check policy and MFA
- 3Trigger reset across systems
- 4Send secure instructions
- 5Confirm successful login
- 6Close ticket with audit log
Before
30 min
After
5 min
New-hire onboarding
- 1Read new-hire record from HR system
- 2Create accounts across systems
- 3Assign licenses by role
- 4Order and ship equipment
- 5Provision access permissions
- 6Notify new hire and manager
Before
2–3 days
After
Done by end of Day 1
Incident response
- 1Triage and classify
- 2Pull configuration context and recent changes
- 3Match prior incidents
- 4Route with full context
- 5Track resolution
- 6Generate post-incident summary
Before
Hours of context-gathering
After
Routed in minutes
Measurable impact on resolution, satisfaction, and capacity.
Baselines and targets are set during your consultation, anchored to your current ticket volume and team structure.
| Metric | Today | With Rollio |
|---|---|---|
| Resolution time | 5–10 days | 2–4 hrs |
| First-contact resolution | 30% | 75%+ |
| User satisfaction | 5/10 | 8–9/10 |
| IT labor savings | — | 40–50% ($200K–$500K/yr) |
Your 90-day path to hands-free ITSM.
- Week 1–2
Discovery
Map your ticketing system, common request types, and the email and chat context around them. Identify the highest-impact routine tickets and define a 30-day pilot.
- Week 3–6
Pilot
Rollio starts handling triage and high-volume routine tickets (typically password resets and access requests), within the rules and limits you set.
- Month 2–3
Scaling
Expand to incident response, change management, and onboarding/offboarding. Performance tuning and team training on management.
- Month 4+
Full Speed
75%+ first-contact resolution, 2–4 hour resolution times, and your IT team on strategic work and complex cases — with 24/7 coverage built in.
Common questions.
Ready to deploy autonomous ITSM Agents?
Let's map your highest-volume ticket categories and identify the fastest path to autonomous resolution.