Vision
Journey to Autonomous TAC
Tacbot: Autonomous Support Evolution
Evolutionary phases of the AI & NetOps Orchestration Platform
Case Feed (Auto-Created)
TKT-1082
Investigating
AWS S3 Latency Spike
TKT-1081
Awaiting Vendor
ServiceNow API Timeout
TKT-1080
Resolved
Salesforce Sync Delay
ITSM Integration Sync Bridge
Tacbot Platform
ServiceNow (ITSM)
Linked
Jira Software (Dev)
Syncing
PagerDuty (On-Call)
Linked
AI Noise Reduction Engine
99%
Noise Reduction
1,250
Alerts Ingested
1 Incident
Circuit Maintenance Outage
Correlated 25 carrier emails & silenced 99% duplicate notification spam.
Autonomous Remediation Console
[02:14:02] ALERT: Cisco Router Port Down (Circuit outage)
[02:14:04] AI Agent triggered: Initiating diagnostics...
[02:14:09] ACTION: Querying Equinix portal via API...
[02:14:15] RESULT: Confirmed Scheduled Maintenance on Circuit
[02:14:16] ACTION: Ticket updated & Operations calendar mapped
[02:14:17] STATUS: Alert classified as expected maintenance. Self-healed.
Autonomous TAC (Not NOC)
Progressive Autonomy
Human role shifts up the ladder: reviewer → approver of external side effects → workflow owner & exception handler.
L0
Manual
Organize cases & vendor interactions; users read and act.
L1
Assist
Summarize, explain alerts, draft responses, extract entities.
L2
Recommend
Suggest severity & next action; detect SLA risk; find gaps.
L3
Act w/ approval
Prepare escalation, draft updates, update fields — send after approval.
L4
Bounded automation
Auto-classify low-risk alerts; request diagnostics — with evals & rollback.
