Local Articles – e.Republic – & – Government Technology State – This New Raleigh, N.C., IT Help Desk Agent Is, Well, Agentic

The newest member of the IT help desk in North Carolina’s capital city, the product of a public-private alliance, joins a unit of just four people charged with resolving issues across roughly 13,000 devices. Oh, and despite being able to resolve problems rather than directing a staffer to an instruction article, they — Alli — are not real. They are an agentic AI bot that is stepping in to assist the four human technicians addressing problems the Raleigh Information Technology Department oversees. Technically speaking, Alli is an L1 IT Service Desk AI Specialist. Alli is a project co-developed by the city and its technology partner ServiceNow. The two worked together to build a tool designed not…

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