Assist Autonomous

Assist Autonomous diagnoses issues and performs agentic repairs under Flexxible Solve’s orchestration and within its action limits. Its goal is to reduce the repetitive work of investigating and resolving issues, so that Service Desk engineers can spend their time on the cases that need their judgment.

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How it fits into Solve

Solve performs triage, determines how each case is handled based on the category and the configured policies, and coordinates the different actors. Assist Autonomous works within that handling: it investigates the issue and, when appropriate, performs the repair. The organization decides how each category is handled. See Control and governance.

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Diagnosis

The diagnosis investigates the issue using the available information: See Knowledge base to learn how your organization’s knowledge contributes.

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Agentic repairs

Assist Autonomous repairs are agentic: they use the diagnosis context to decide on and run resolution actions within defined limits.

• They build in experience and limits. Self-remediation builds in Flexxible’s 18 years of workplace experience and clear action limits.
• They’re complemented by your knowledge. Your organization’s knowledge base provides the company’s procedures and particulars.
• They’re different from Flows. Flows, which Solve uses for proactive support, run microservices; agentic repairs don’t use them.

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Action limits

An issue belonging to a category doesn’t guarantee that it can be repaired. Classification, technical eligibility, authorization of an action, and its result are separate matters. See What it means for an issue to belong to a category. Technical and action limits also remain in place outside regular hours. See Off-hours support.

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Live monitoring

The live view shows what is happening right now: what has been auto-resolved, what has been diagnosed and routed, and what is still in progress. This chart breaks down, day by day, the issues that were resolved on their own, without anyone touching them.

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Results and case continuation

A proposed action, an attempted action, a performed action, and a resolved issue are different situations. See Interventions and results to interpret them. The information generated during diagnosis and repair lets you continue the case with context. If the case needs an engineer’s intervention, they start from what has already been investigated and done.

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Assist Autonomous and Teammate Act

These are separate capabilities:

• Assist Autonomous diagnoses and performs agentic repairs under Solve’s orchestration, within its action limits.
• Teammate Act assists an engineer during a remote assistance session. The engineer approves each action and can take control at any time. See Assist Teammate.