He stormed up to my desk, leaned over my partition, and began his rant before I could so much as say hello. He screamed about the rubbish laptops and IT systems we had, nothing ever worked, all the usual stuff. The user's rant ended with a thundered 'Just FIX IT!'
In our own environment, over 90% of targeted Level 1 volume is handled autonomously, with resolution rates above 99% for those categories and materially faster than human-only workflows. It accomplishes this by having the Autonomous Workforce operate on top of the live configuration management database (CMDB), active workflows, policy engines, approval chains, and real transaction history - all updated in real time every time a ticket closes, a workflow executes, or a policy changes.
First in line is CVE-2025-40551 (CVSS score of 9.8), a critical flaw described as an untrusted data deserialization issue that could lead to remote code execution (RCE) without authentication. According to Horizon3.ai, which discovered and reported the defect, CVE-2025-40551 exists in AjaxProxy functionality, where requests destined for other functions are improperly sanitized, and a blocklist function can be bypassed by including allowed terms early in a JSON payload.
"A floor manager responsible for production asked me to fix his PC, which was so slow he could literally make a coffee in the time between double-clicking an icon and having the program open," Parker told On Call. The manager's PC was only a year old and ran Windows XP, a combo that at the time of this tale should have made for decent performance.
Automation is transforming IT service management (ITSM), moving service desks from reactive, manual workflows toward systems that can intelligently route, prioritize, and resolve issues with minimal human intervention. Recent research from Freshworks found that IT professionals lose nearly seven hours every week-almost a full workday-to fragmented tools and overly complicated work processes. Implementing ITSM automation reduces manual effort, accelerates resolution, improves consistency and accuracy, enables proactive issue prevention, and delivers faster, more reliable service that measurably improves employee and end-user satisfaction.
There were specialists monitoring dashboards, tuning AI behavior, debugging API failures, and iterating on knowledge workflows. One team member who had started their career handling customer questions over chat and email (resetting passwords, explaining features, troubleshooting one-off issues, and escalating bugs) was now writing Python scripts to automate routing. Another was building quality-scoring models for the company's AI agent. This seemed markedly different from the hyperbole I'd been hearing about customer support roles going away in large part due to AI.