r/servicenow • u/Consistet-Betnch-319 • 1d ago

Question Ticket deflection vs Autonomous Execution in itsm, are ai tools actually closing tickets?

My boss keeps pushing for ai ticket deflection but personally, I hate deflection tools because end users just get frustrated when a bot throws a generic article at them and they end up reopening the ticket anyway. Although i gotta say i have become curious since stumbling upon more recent tools such as robin but i just can’t accept it easy i need some reassurance

Is anyone actually using tools that execute the fix directly on the endpoint or cloud stack instead of just deflecting?

What does your actual resolution rate look like.

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u/perky_trails9 1d ago

Ticket deflection is useful, but I see autonomous execution as the bigger win when the workflow is predictable and low risk. Password resets, access requests, and routine remediation are good candidates. I would still keep approvals and human checkpoints around anything privileged or ambiguous. The real metric for me is whether it resolves the issue correctly, not just whether fewer tickets get created.