Inetum drives the automation of technological operations with an agentic artificial intelligence platform based on CHEW. Its ability to analyze incidents, decide what action to apply and execute it allows you to speed up problem resolution and free IT teams from repetitive tasks, with traceability of decisions and their results.
The platform brings AI to the execution of processes. When faced with an incident or request, it gathers information from different sources, interprets the context with operational, documentation and historical data, and executes the appropriate procedure or automation. Then check the result and document the performance. This cycle allows you to automate tasks such as ticket classification, reassignments between teams or certain repairs.
«The opportunity of agentic AI lies in its ability to intervene in processes and solve specific problems. With our CHEW-based platform, we want teams to spend less time managing repetitive tasks and more time improving services. Each action must be able to be understood, controlled and verified,” says Jose Antonio Gurucelain, director of Innovation and Efficiency at Inetum Technologies.
Smart layer that connects tools
The platform works as an intelligent layer that connects the tools of each organization, without the need to replace them. It can integrate with IT service management systems, observability, digital employee experience, automation, configuration databases, and document repositories.
Control is part of its operation: the platform allows you to know what information you have used, what decision you have made and why. Its modular architecture facilitates progressive adoption, adapted to the technological maturity of each organization and the processes that need to be automated.
Results in production environments
The technology is already used in production in organizations in different sectors. The usage experiences collected by Inetum show:
- Up to 93% automatic classification of tickets with clear cases.
- A reduction of between 40% and 60% in the average incident resolution time.
- Between 20% and 40% fewer repetitive incidents that can be automated, depending on the maturity of the environment.
- Up to 70% fewer unnecessary reclassifications and referrals between teams.
- A saving of between 3 and 5 minutes per ticket in triage and initial management.
These results correspond to specific use experiences and depend on the characteristics and maturity of each environment. For employees, automation means less waiting and interruptions. For IT teams, it reduces the management burden and allows more time to be spent improving the availability of services and the digital experience.
The platform works as an intelligent layer that connects the tools of each organization
The platform is born from Inetum’s experience in managing complex operations and the evolution of the automations used by its teams. Its extensible design allows you to incorporate new data sources and expand use cases: from incident management to other operational processes that can be automated.
