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Integrations

ITxM Platform

Unified IT operations and service management

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AI-powered ITSM for the Modern Enterprise

AI-native Incident Management for the Modern Enterprise

Status Pages

Communicate service health in real time

iPaaS

Integrate Xurrent with your full stack

A connected AI fabric, woven across the Xurrent platform, Sera AI brings together signals, service data, and workflows to reduce noise, focus teams on what matters, and accelerate action across IT and the enterprise.

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FEATURES

AI-Powered Incident Management

Helps service desk teams resolve issues faster.

Service Desk

Built to streamline IT workflows and elevate the employee experience from day one.

Workflow Automation

Centralize and coordinate automation efforts across your entire enterprise.

AI Virtual AgentOn-call ManagementSLA ManagementIncident Management for ITSM
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INDUSTRIES

Manufacturing

Resolve plant floor and IT issues before they disrupt production.

Financial Services

Stay audit-ready while resolving issues and reducing operational risk.

SaaS

Detect, respond, and resolve incidents fast to cut downtime and MTTR.

E-commerce

Keep your store online, even during your biggest sales moments.

Healthcare

Protect patient data and resolve issues fast, so care teams stay focused on care.

Retail

Standardize service delivery across every store and channel.

USE CASES

AI Service Desk

Resolve issues quickly with an AI-powered system that automates ticketing.

Enterprise Service Management

Unifiy IT, HR, Facilities, Finance, and more on a single, AI-powered service platform.

On-Call Management

Simplify on-call scheduling, automate escalations, and reduce burnout.

Post-Incident Management

Automate postmortems, AI summaries, and post-incident workflows

AI-Powered Knowledge Management

Create, organize, and continuously improve your knowledge base to find the right answers with Sera AI.

  1. Help
  2. Sera AI
  3. Agent Designer
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  1. Help
  2. Sera AI
  3. Agent Designer
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Agent Designer

The settings console section where account administrators switch on Xurrent Agents, choose what each one does, and review how they perform.

Overview

Agent Designer is the section of the settings console where Xurrent Agents are switched on and configured. Each agent is made up of skills, and each skill is switched on separately and set to suggest or act.

Availability: Agent Designer is currently available in the QA and demo environments. It is not yet available in production. Follow the release notes for updates on production availability.

The agents

  • Intake Agent: Checks a new request for missing information and asks the requester for it. Starts when: Assigned to a request. Works for: Teams.
  • Triage Agent: Finds duplicates, links configuration items and assesses impact. Starts when: Assigned to a request. Works for: Teams.
  • Resolution Agent: Finds an existing fix and drafts a reply to the requester. Starts when: Assigned to a request. Works for: Teams.
  • Closure Agent: Checks a completed request's resolution and flags replies that suggest a reopen. Starts when: A request is completed. Works for: Teams.
  • Knowledge Agent: Drafts knowledge articles and flags stale or contradictory ones. Starts when: A request is completed, and weekly. Works for: Services.
  • Problem Management Agent: Groups related incidents and drafts a problem. Starts when: Incidents are created or linked. Works for: Services.

Before you begin

  • Sera AI is enabled for the account in account settings.
  • You have the Account Administrator or Account Designer role.

Getting started

  1. In the settings console, open Agent Designer. Every agent is listed with its status.
  2. Select an agent. Switch on the skills you want, and choose an action mode for each.
  3. Click Enable agent. The agent is added to the account as a person, so its work shows on records like anyone else's.
  4. In the Scope section, choose the teams or services the agent works for. An agent with nothing chosen does nothing, so you can start with one team or service.
  5. Click Save.

Each agent's page has the details for that agent.

Suggest or act

  • Suggest proposes a result for a person to review. Nothing changes on the record until someone acts.
  • Auto Confirm applies the result directly.

Some skills offer only one mode. Skills that act on a record also have a confidence threshold: the agent acts only when it is at least that confident. Raise it for fewer, more precise actions.

Agent status

  • ACTIVE: enabled, with at least one skill switched on.
  • NOT ENABLED: enabled, with every skill switched off.
  • NOT ONBOARDED: not enabled yet.

Stop agent on an agent's page switches every skill off and keeps its settings and scope, so it can be restarted where it left off.

Reviewing agent work

  • Suggestions on requests appear in Agent Actions in the Inbox, for the request's member and team.
  • The Agent Audit Log in a request's Actions menu lists every agent run on that request.
  • The Agent Designer dashboard shows Active Agents, Runs This Week, Avg Success Rate and Time Saved/Week. A change a person makes to an agent's action within seven days counts as a correction. Time Saved/Week is an estimate.

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