Tray.ai, the company behind the AI-ready composable integration platform, has announced the launch of its cutting-edge IT Service Management (ITSM) Agent. This innovative solution is the latest addition to Tray.ai’s expanding suite of enterprise AI agents, all built using the low-code Merlin Agent Builder.
Unlike traditional chatbots or single-function SaaS app agents that merely retrieve information, Tray’s ITSM Agent goes several steps further—it reasons, takes action, and continuously adapts across systems to intelligently automate and scale IT support processes. Its flexible architecture, powered by low-code customization, allows organizations to tailor the agent to their unique environments, easily integrating new tools or switching large language models (LLMs) as needed.
As IT service desk automation continues to rise as a priority, Tray.ai is stepping up to meet enterprise needs. According to the “State of AI Agent Development Strategies in the Enterprise” report, 61% of organizations are prioritizing IT service automation as a critical area of AI investment.
To accelerate time-to-value, Tray.ai is offering a limited-time deployment package that includes a fully configured ITSM Agent with guided onboarding and expert support. This offer helps teams move quickly from setup to measurable impact, providing a solid foundation for expanding AI use cases with the Merlin Agent Builder.
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Gartner predicts a seismic shift in IT operations, stating: “AI agents will transform enterprise IT operations by semi-autonomously or autonomously executing tasks from routine development to complex incident handling without human intervention, freeing up operations personnel to focus on higher-value activities.”¹
This shift is already yielding tangible results for Tray.ai customers including Headway, Airbnb, and ShipStation. Early adopters report a 75% reduction in tickets routed to human agents, allowing IT teams to focus on higher-impact strategic initiatives.
A Step Above Traditional Chatbots
Built using the Merlin Agent Builder, Tray’s ITSM Agent automates core ITSM workflows such as access provisioning, ticket assignment, and multi-factor authentication resets. It features seamless, no-code integration with over 700 enterprise applications—including Slack, Microsoft Teams, ServiceNow, Jira, and Okta.
What sets the agent apart is its ability to process both structured and unstructured data to resolve support tickets, proactively identify potential issues, and auto-remediate common requests. It’s designed to deliver real-time, always-on IT support—ensuring SLAs are consistently met. Through advanced knowledge modeling, the agent consolidates organizational data to provide employees with instant, self-service solutions—no need to navigate multiple apps or platforms.
“IT teams are buried in routine support tasks that sap time and morale,” said Rich Waldron, co-founder and CEO of Tray.ai. “People don’t want to read a wiki page anymore or even have a knowledge bot tell them what to do. They just want someone to do the task for them. Our ITSM Agent meets that expectation by taking real action in a fast, flexible, and safe way so IT can focus on strategic wins that fuel growth instead of spending hours on routine ticket management, access provisioning, and troubleshooting.”
Built for Enterprise-Grade Security and Governance
With security, compliance, and governance top of mind for 57% of IT leaders, Tray.ai ensures full control over AI automation. The ITSM Agent delivers robust enterprise-grade safeguards, including:
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Merlin Guardian Tokenization: Encrypts personally identifiable information (PII) across workflows
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Built-in Guardrails: Prevents malicious prompts and validates inputs
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Human-in-the-Loop Controls: Requires approvals for sensitive tasks
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Full Observability: Provides comprehensive logs for compliance and audits
Gartner forecasts that: “AI agents will be implemented in 60% of all IT operations tools by 2028, which is an increase from fewer than 5% at the end of 2024.”²
Tray.ai is helping organizations get ahead of that curve by delivering scalable, secure, and intelligent IT automation.
“Unlike single-purpose SaaS app vendors that tout agents but deliver only rudimentary chat interactions, Tray fuses deep integration with smart automation,” said Alistair Russell, co-founder and CTO of Tray.ai. “It pulls data from everywhere, inside and outside your ITSM platform, for context that drives real results, turning complexity into a competitive edge.”
A Smarter Path to IT Support
The Tray ITSM Agent connects seamlessly with enterprise data sources and works across preferred communication channels. With the ability to assign pre-built tools and adapt workflows on demand, the platform empowers IT teams to reduce ticket volume and enhance service delivery—ushering in a new era of intelligent, autonomous support.
