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02 · Insights— The analysis

IT operations

This category uses AI to monitor systems, classify incidents, and assist with troubleshooting and support workflows. It helps teams resolve technical issues faster and manage operational workloads more efficiently.

Data updated

39
deployments
on record
12
industries
led by Tech & Comms
10
publish a quantified result
37 report any result
27 Aug 2026
newest deployment
publication date
§ 1

Where it is used

Tech & Comms accounts for 36% of these deployments.

  1. Tech & CommsSurging · 8 in the last 6 months
    14
  2. Professional ServicesQuiet · 0 in the last 6 months
    6
  3. ManufacturingQuiet · 0 in the last 6 months
    4
  4. RetailBuilding · 2 in the last 6 months
    3
  5. InsuranceQuiet · 0 in the last 6 months
    2
  6. LogisticsEmerging · 1 in the last 6 months
    2
  7. HealthcareQuiet · 0 in the last 6 months
    2
  8. Energy & UtilitiesQuiet · 0 in the last 6 months
    1
8 of 12 industries
§ 2

What it delivers

10 deployments publish a number. The rest describe results in words, grouped below.

  1. Time & speed

    8 metrics

    Reduction · median and middle half
    −88%fewMedian reduction −88%, middle half −72% to −92%, from 4 metrics
    Increase · median+68%4 metrics · few

  2. Automation & deflection

    1 metric

    Reduction · median and middle half
    −50%fewMedian reduction −50%, middle half −50% to −50%, from 1 metric

  3. Cost savings

    1 metric

    Reduction · median and middle half
    −99%fewMedian reduction −99%, middle half −99% to −99%, from 1 metric

  4. Quality & accuracy

    1 metric

    No reductions reported
    Increase · median+60%1 metric · few

  5. Other quantified impact

    1 metric

    Reduction · median and middle half
    −33%fewMedian reduction −33%, middle half −33% to −33%, from 1 metric

Grey figures rest on fewer than 5 published metrics. Read them as examples, not as a typical result.

Results described in words

  1. Speed & agility64% of these deployments
    25
  2. New product / capability59% of these deployments
    23
  3. Customer experience & trust51% of these deployments
    20
  4. Scale & capacity38% of these deployments
    15
  5. Better decisions & insight26% of these deployments
    10
  6. Cost efficiency23% of these deployments
    9
6 of 8 result types
§ 3

How it is built

Microsoft is named in 44% of these deployments.

  • Custom-built81% · 22
  • Low-code11% · 3
  • Mixed7% · 2

The build approach is known for 27 of 39 deployments (69%). The rest are left out.

Cloud providers named

  1. Microsoft17 deployments
    44%
  2. AWS10 deployments
    26%
  3. GCP8 deployments
    21%
  4. IBM3 deployments
    8%
  5. Oracle1 deployment
    3%

Technologies that recur

  • Azure OpenAI 6
  • Amazon Bedrock 6
  • Microsoft Teams 5
  • AWS Lambda 5
  • Azure AI 4
  • Vertex AI 4
  • BigQuery 4
  • Azure 3
§ 4

Deployments over time

13 deployments in the last six full months, against 2 in the six before. Counted by publication month since Oct 2023. 2 earlier deployments are not shown.

Compare momentum with other patterns
The lighter bar is Nov 2026, still in progress: 0 so far.
§ 5

Deployments of this pattern

All 39 in use cases
  1. 27 Aug 2026
    Tech & Comms

    Pythian operationalizes Gemini Enterprise agents to cut database incident resolution time by 80%

    Pythian · GCP

    Pythian used its 500-person company across 27 countries as a proving ground for enterprise AI and engineered an AI Operating Model spanning strategy, platform deployment, dual centers of excellence, and production XOps. Its Process COE deployed an agentic database-operations workflow across approximately 15,000 monthly database tickets that reads tickets, searches knowledge bases, and generates mini runbooks before engineers intervene.

  2. 16 Jul 2026
    Tech & Comms

    CrushBank IT support agent platform using watsonx.ai, watsonx Orchestrate and watsonx.data

    CrushBank · IBM

    CrushBank is an IT support platform for financial services and IT services support. The platform uses IBM watsonx.data for data, watsonx.ai for AI responses, and watsonx Orchestrate as the orchestration layer for agent workflows, tool invocation, and routing. The article describes an agentic IT service platform where watsonx Orchestrate classifies tickets, sets priority, incorporates business context, routes requests to the right team or engineer, and coordinates agents that fetch data and run workflows.

  3. 15 Jul 2026
    Retail

    G-STAR deploys Maia, an AI assistant for multilingual IT self-service using Azure OpenAI and AI Foundry

    G-STAR · Microsoft

    G-STAR built Maia, an AI assistant powered by Azure OpenAI and Azure AI Foundry. Developed with CloudNation and integrated with Microsoft Teams, SharePoint, and the IT ticket system, Maia delivers secure, multilingual self-service for retail and corporate teams. The assistant was designed to guide employees through processes, policies, tutorials, and company objectives, help them solve problems on their own, and find information quickly across departments. G-STAR expects Maia to reduce IT tickets, simplify workflows, and improve resolution accuracy while scaling adoption across the enterprise.

  4. 15 Jul 2026
    Tech & Comms

    C Spire built an agentic AI assistant on AWS to reduce network incident response times

    C Spire · AWS

    C Spire built an agentic AI assistant on AWS to help network technicians solve issues more efficiently and keep its network resilient. The solution gives technicians natural-language access to equipment manuals, technical documentation, and network schematics while combining alarms, logs, and configurations to support diagnosis and resolution.

  5. 10 Jul 2026
    Tech & Comms

    Mediacorp & SoftwareOne Success Story - AWS

    Mediacorp · AWS

    Mediacorp needed accurate, cost-efficient automation for large-scale generative AI and multimodal metadata enrichment across millions of media assets. It also wanted better visibility into AI model performance, token cost, accuracy, and incident debugging. Mediacorp worked with SoftwareOne to build an observability layer for AI workloads on AWS, extending Amazon CloudWatch to track model accuracy, token consumption, latency, and cost. The solution used AWS Lambda, Amazon ECS, and Amazon Bedrock model selection and routing using CloudWatch metrics.

  6. 6 Jul 2026
    Tech & Comms

    TeamDynamix builds agent-led ITSM automation with Azure OpenAI and Azure AI Search

    TeamDynamix · Microsoft

    TeamDynamix, a US-based SaaS provider of ITSM, automation, and AI software, extended its Azure-based platform with AI capabilities to automate routine service requests and scale support without adding complexity or cost. The company embedded AI agents into its no-code ITSM and ESM platform, using Azure OpenAI, Azure AI Search, Azure Machine Learning, Azure Cosmos DB, and Azure Kubernetes Service to ground responses in customer data and manage agent workloads at scale.

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