Ha mo y’s AI age ts wo k i side Slack, Mic osoft Teams, a d the compa y po tal, whe e they a swe employees’ questio s a d complete thei equests fo the i fo matio tech ology (IT), huma esou ces (HR), fi a ce, p ocu eme t, legal, a d office ope atio s teams that se ve them.
O the same Mo day, a ma keti g hi e a d a sales hi e sta t at a g owi g compa y. Ma keti g eeds o e set of apps a d sales eeds a othe . Each eeds a laptop, HR pape wo k, a d a desk, all eady o day o e. U til ow, a se vice desk ma age had two optio s. O e was to build a sepa ate age t f om sc atch fo each wo kflow, wi e each o e i to the ide tity a d HR systems agai , a d se d each o e th ough secu ity eview. The othe was to limit the age t to the most commo wo kflow a d ha dle the othe o e ma ually, as a exceptio , with IT, HR, a d facilities each wo ki g sepa ately.
With Ha mo y Ge ie, the se vice desk ma age takes the age t that al eady ha dles sales o boa di g a d cha ges it i plai E glish to c eate the ma keti g ve sio : “Same as sales o boa di g, but ma keti g hi es get these apps a d this laptop.” The same age t wo ks ac oss depa tme ts, so o e equest moves th ough IT, HR, a d facilities without a ha doff. It al eady k ows who wo ks i ma keti g, what each pe so is e titled to, a d which systems to touch. No d ag a d d op eeded, o sta ti g ove . It is the ext f o tie i ease of use.
C eati g age ts is whe e Ha mo y Ge ie sta ts. Ge ie is the assista t fo the whole se vice desk: ask it fo a epo t, ask about you assets a d people, o wo k with the k owledge base a d you applicatio s, a d it ha dles the equest. Tech ical teams ca still wo k di ectly i Age t Builde fo full co t ol.
Se vice desk ma age s ca al eady desc ibe what they wa t to ChatGPT, Claude, o a ge e ic wo kflow builde . The diffe e ce is co text. A ge e al-pu pose tool does ot k ow who the ew hi e is, what thei ole e titles them to, o which of the compa y’s systems to act i . Ha mo y does, because eve y Ha mo y age t u s o the compa y’s ow co text: its ide tity, HR, device, a d busi ess systems, such as Okta, Mic osoft E t a ID, a d Ka dji, plus its k owledge base a d its policies.
“Ge e al-pu pose AI ca d aft a o boa di g policy. It ca ot ca y o e out, because it is ot co ected to you people, you systems, o you policies,” said Nitza Shapi a, co-fou de a d chief executive office of Ha mo y. “Ha mo y Ge ie lets a y se vice desk ope ato desc ibe the what a d leaves the how to a age t that al eady k ows the compa y. Se vice desks get simplicity a d speed without givi g up co t ol.”
Ha mo y Ge ie is built o th ee ideas:
Simplicity: se vice desk ma age s sta t f om a age t Ha mo y al eady ships a d shape it with plai -la guage i st uctio s, guida ce, a d gua d ails. No flowcha ts o code eeded.Speed: a customized age t takes mi utes, ot a p oject. O e Ha mo y custome had ea ly 40 sepa ate age ts fo a si gle equest type, app access, because the ge e ic ve sio could ot exp ess the diffe e ces betwee apps. With Ha mo y Ge ie, o e age t ca ies those va iatio s as w itte guida ce.Co t ol: the se vice desk decides what each age t ca do, which tools a d esou ces it ca use, a d which policies it follows.
Because the se vice desk stays i co t ol, t ust is built i . A age t ca each o ly the tools a d data it has bee g a ted. It follows the app oval ules the compa y’s policies al eady defi e, a d each age t has its ow gua d ails, w itte fo its specific job, so a ule set fo o e age t eve cha ges how a othe behaves. The AI wo ks out what the employee is aski g, but it acts o ly th ough the flows the se vice desk al eady u s a d t usts, such as p ovisio i g a app o updati g a equest, so it eve imp ovises a actio . Ha mo y Ge ie builds a age t that is eady to go live, a d custome s choose whethe to app ove it fi st.
“IT e ds up the dumpi g g ou d fo eve y ‘I eed a thi g’ a d ‘my thi g is b oke ,'” said Da iel Wilki s, IT Di ecto , Ame icas, at Cye a, the data secu ity compa y. “With Ha mo y Ge ie, I ca tell a age t i plai E glish how we wa t those mome ts ha dled, a d it al eady k ows ou people, ou systems, a d ou policies. I set the gua d ails, so I stay i co t ol, a d eve y employee gets poi ted to the ight place, eve whe it is ‘t ou s to fix.”
Ha mo y is showcasi g Ha mo y Ge ie at Ga t e IT Symposium/Xpo i O la do, Octobe 19-22, at booth 232.
Ha mo y Ge ie is available to Ha mo y custome s sta ti g today. To see it i actio , joi the Ha mo y Ge ie lau ch webi a o Thu sday, Novembe 19, at 12:00 p.m. Easte Time. Registe at https://m.ha mo y.io/webi a /ha mo y-ge ie-lau ch. Lea mo e at https://ha mo y.io/platfo m/ha mo y-ge ie
Ha mo y gives eve y employee a always-o expe t fo wo kplace suppo t, embedded di ectly i the tools they al eady use. Deployed i side Slack a d Mic osoft Teams, Ha mo y’s AI age ts d aw o a co text g aph co ecti g each employee’s ide tity, devices, applicatio s, a d wo k histo y, esolvi g equests ac oss IT, HR, fi a ce, p ocu eme t, legal, a d othe se vice fu ctio s. With mo e tha 100 p ebuilt age ts that deploy i days, ot mo ths, a d a 70% o-touch esolutio ate, Ha mo y emoves the ma ual wo k f om employee se vice while e abli g i te al teams to focus o the p oblems that equi e huma judgme t a d expe tise. Built fo IT, HR, a d eve y team that suppo ts employees, Ha mo y is edefi i g how that suppo t is delive ed.
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