From a service-desk experiment to an agentic future.
Three eras, one mission. Step through the 2024 Service Desk Copilot, TracE’s 2025 Confluence re-architecture, and the 2026 agentic split into two agents. Select an era, then hover or tap an agent to see what it’s grounded in and what it can now do.
IT Support Agent — beyond knowledge lookup
The next generation splits TracE’s mission into two agentic agents that go beyond lookup — adding actions, connectors, and flows. Built by Anna St. Clair, owned by Rion Hollenbeck and John James, both in Test. One faces MillerKnoll associates; one faces the technicians who support them.
Hover or tap an agent above to see its pipeline and what it returns for this bid.
◈Associate Agent— MillerKnoll-facing (LEANAI-66)
The associate-facing agent handles the monotonous intake work. It opens, updates, and checks Jira tickets conversationally; prefills device context (serial, battery, OS, last update) from Axonius, Jamf, and Tanium so associates don’t hunt for it; offers guided troubleshooting before a ticket is ever created; and routes structured software requests with cost and manager approval to the right team. If the associate wants a human at any point, it escalates to a live agent via Genesys chat — passing all the context it gathered so the technician doesn’t start from scratch.
- SourceDevice context — Axonius · Jamf · Tanium · prefillserial, battery, OS, last update — no manual entry
- ToolJira Service Management (ITSD) · open / update / check tickets
- ToolSoftware-request routing (cost + manager approval) · structured requestsbypass the service desk when context is complete
- ToolGenesys live-agent escalation · if a human is preferredhands off full context
Why it matters · Straightforward requests get an automated path for the first time; tickets arrive correctly routed and fully populated, and the human hand-off never loses context.