Atom Triage Autopilot
Policy-Governed Agentic Triage + Routing + Action Execution
Turn Slack/Teams into a true "front door" by doing agentic triage, routing, and safe resolution for common IT requests---with policy gating, approvals, and full audit trails.
Target Segments
- Primary: Mid-market to enterprise (2,000-10,000 employees)IT service desks with Slack/Teams-first culture and strong MTTR/SLA pressure
- Secondary: HR/FinanceFor routing + approvals once IT proves value
Why Now
- • Competitors have limitations: JSM is Teams-OR-Slack not both; Freshservice Teams has enterprise constraints; BMC Teams support is 1:1 IM only
- • Atomicwork already supports Atom across Slack/Teams/email/portal and has Azure AD automations (password reset, group joins)
- • Atomicwork emphasizes audit logging and auditable decision paths for AI
- • Buyers switching to reduce MTTR needs fast-to-value capabilities without massive replatform
Objectives
Reduce Time-to-Correct-Assignment
Triage time for Slack/Teams-originated requests
Reduce Agent Touches
For top request types via policy-gated actions
Improve Routing Accuracy
Reduce "ping-pong" reassignments
Maintain Enterprise Governance
Explainability, auditability, human-in-the-loop
User Personas
Employee Requester
Quick help in Slack/Teams without filling forms
Agent
Clean, correctly routed tickets with context + suggested next steps
Service Desk Manager
SLA compliance, reduced backlog, predictable load
IT Admin
Safe automation, governance, minimal setup time
Functional Requirements
Core capabilities required to deliver on the stated objectives.
Slack + Teams DM intake for Atom
User DMs Atom, session starts, user authenticated
Context enrichment from IdP
Dept/role/location and manager chain available to routing logic
Intent classification + confidence
System outputs intent (Question/Request/Incident-like) + confidence, logged
Category/subcategory suggestion + confidence
Category suggestion + confidence generated and visible to agent
Routing suggestion with "why"
Top 3 evidence signals and confidence shown for queue/assignee suggestion
Ticket creation + in-channel confirmation
User receives ticket ID and ETA expectations in Slack/Teams
Agent override + feedback capture
Override reason (optional) is logged when agent changes category/route
Shadow Mode evaluation dashboard
Routing accuracy + confusion matrix generated from historical tickets
Policy controls: allow/deny actions + thresholds
Policy enforced immediately and logged when admin updates
Audit logs for AI decisions + actions
Time-stamped audit event stored for any AI suggestion or action
Channel-based intake (mentions in #help)
Atom responds in thread and captures context when mentioned in channel
Dedupe suggestion + merge workflow
System suggests duplicates; agent can merge in 1 click
Built-in low-risk actions (3-5)
Reset/unlock/join group/request access with success/failure posted and logged
Approval cards in Slack/Teams
Approver gets card when action requires approval; decision logged
On-call escalation integration
PagerDuty/Opsgenie can be paged per policy when urgent incident intent detected
Multi-department routing with data boundaries
HR tickets never expose HR fields to IT agents; enforced by RBAC
Multi-language triage
Classifier supports top N languages with target F1
Auto-triage learning loop
Overrides feed a retraining queue with human review
Success Metrics
| Metric | Baseline | Target | Change |
|---|---|---|---|
| Deflection | TBD (pilot baseline) | +5-10 percentage points | |
| MTTR | TBD (pilot baseline) | 15-30% reduction | |
| SLA Compliance | TBD (pilot baseline) | +5-15 percentage points | |
| Cost per Ticket | TBD (pilot baseline) | 10-25% reduction | |
| Routing Top-1 Accuracy | Shadow Mode baseline | >=80% for top intents |
Rollout Plan
Internal Alpha
Use internal tickets and synthetic cases. Validate audit logs, policy gates, connector safety.
Design Partner Pilot
Shadow Mode (suggest-only) for all requests. Enable auto-execution for 1-2 low-risk actions only after accuracy thresholds met.
Beta
Expand to channel intake + dedupe. Add 3-5 actions. Add on-call integration for incident-like intents.
GA
Routing Top-1 accuracy >=80% for top 10 intents. Reopen rate not worse than baseline. No Sev1 governance incidents.
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