Teach Your Workflows to Think (So You Don’t Have To).

If your IT service management automation still depends on hard-coded rules and rigid workflows —you’re working way harder than you need to. In this session, we’ll show you how AI is flipping traditional service automation on its head, making workflows more adaptive, less brittle, and surprisingly human-friendly.

You’ll see how you can use agentic AI to dynamically guide decisions, accelerate fulfilment, and eliminate the overhead of constant rule-tweaking. We’ll explore how customers are cutting ticket volumes, speeding up resolutions, and delivering faster self-service—without scripting everything in advance or hiring a team of botsmiths.

Whether you’re just starting to automate or looking to level-up legacy logic, this session will help you rethink what’s possible when your workflows are smart enough to think for themselves.