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“Agentic AI,” also known as AI agents, has been a hot topic in the enterprise world since late last year. But what does this concept actually look like when implemented in real production settings using large language models (LLMs) to power specific operations and workflows?
One fascinating example I recently came across involves Hewlett Packard Enterprise (HPE) subsidiary Axis Security partnering with Israeli AI startup xpander.AI to automate its customer support ticketing system. This collaboration has enabled Axis to scale its operations across tens of thousands of end users at major Fortune 500 companies in sectors such as airlines and hospitality.
By leveraging xpander’s AI technology, Axis Security has saved thousands of hours monthly and expanded its team sustainably without the need for hiring additional staff. This innovative approach has allowed them to augment existing employees with AI agents, leading to increased efficiency and productivity.
According to Nokky Goren, director of engineering at Axis Security, the rapid implementation of features without the need for extensive engineering resources has been a game changer for the company. Goren believes that this partnership represents the future of enterprise technology.
Why HPE acquired Axis Security
Axis Security, which was acquired by HPE in March 2023, specializes in security services edge (SSE) solutions aimed at enhancing enterprise network security and simplifying access to corporate resources. The acquisition was part of HPE’s strategy to expand its secure access services edge (SASE) offerings by combining Axis’ SSE platform with Aruba’s SD-WAN technologies. This unified approach addresses the increasing demand for secure connectivity in the era of hybrid work environments and global operations.
Axis Security’s SSE platform, Atmos, offers secure web gateways (SWG), cloud access security brokers (CASB), and digital experience monitoring (DEM). By joining forces with HPE, Axis gained access to additional resources, including a robust sales team and technical support, which have played a crucial role in driving customer adoption and refining their solutions.
Why Axis turned to Xpander.AI
Recognizing the need for scalable solutions to manage increasing workloads and enhance reliability, Axis Security partnered with Xpander.AI to deploy advanced multi-agent AI systems.
Goren emphasized the importance of automation in their operations, stating that any task done more than once should be automated to improve efficiency and productivity. Xpander’s Agent Graph System (AGS) has been instrumental in achieving this goal by structuring workflows into multi-step processes managed by interconnected AI agents, facilitating precise and efficient task execution without the need for manual intervention.
With Xpander’s tools, Axis Security has been able to automate complex tasks such as ticket enrichment and customer communication workflows seamlessly, showcasing the transformative power of multi-agent AI systems in streamlining enterprise operations.
Tangible real-world time and cost savings thanks to agentic AI for the enterprise
One of Axis’ significant achievements using Xpander’s technology has been in customer support ticket management. By leveraging Xpander’s AGS, Axis has automated the retrieval and contextualization of diagnostic data for support tickets, enabling:
- Automatic querying of multiple internal systems for relevant data
- Contextualization of information into a unified report
- Identification of similar past incidents for quicker resolution
This automation has significantly reduced the time spent on ticket management, allowing AI agents to handle tasks that would have been impractical for humans to execute efficiently.
Another notable advancement has been in automating root cause analysis (RCA) for system outages. Xpander’s multi-agent AI generates detailed RCA reports by synthesizing monitoring data and historical context, which are then reviewed and approved by Axis’ team before being communicated to customers and stakeholders automatically.
Reliable and scalable solutions
Xpander’s technology addresses a key challenge in enterprise AI adoption: reliability. By utilizing multi-agent frameworks that can adapt seamlessly to enterprise complexities, Xpander ensures 100% reliability in delivering accurate results consistently, as highlighted by David Twizer, CEO of Xpander.AI.
The flexibility of Xpander’s platform in integrating with a variety of LLMs enables organizations like Axis to leverage the best tools for their specific requirements. This adaptability ensures maximum performance and efficiency in AI-driven workflows, empowering enterprises to optimize their operations effectively.
What’s next?
Axis Security’s collaboration with Xpander.AI exemplifies a broader trend in enterprise technology, shifting towards tailored, AI-driven workflows from generic software-as-a-service (SaaS) solutions. By enabling teams to automate and customize processes using multi-agent AI systems, enterprises are redefining the possibilities in optimizing their operations on a global scale.
With strategic partnerships like these, HPE and its subsidiaries are well-positioned to lead the integration of AI and security at the core of enterprise operations, paving the way for innovative solutions that drive efficiency and productivity in the digital age.
