What turns an answer into an action.
TracE proved AI could answer from our own knowledge. The IT Support Agent proves it can act — and the leverage is in the knowledge model, the connectors, and a team lean enough that an intern can ship it.
Knowledge as an operating model
TracE’s real innovation wasn’t retrieval — it was treating knowledge as a living operating model: authored, senior-tech moderated, and pruned, so the base stays trustworthy as it triples in size.
Connectors turn answers into actions
Axonius, Jamf, Tanium, Jira Service Management, Outlook, Teams, OneTrust, and Genesys — each a reusable connector that lets the agents do the work, not just describe it. Device context prefilled, tickets routed, incidents run.
Teamwork Graph grounding
The technician agent grounds answers in Confluence through Atlassian’s Teamwork Graph — surfacing related articles and context by relationship, not just text match, during live incidents.
An intern shipped it
Both agents were built by Anna St. Clair, who began as a summer intern and stayed on part time — a lean team multiplying its capacity, with the reusable connectors and AISE standards making enterprise-grade delivery possible from day one.