Riverbed releases agentic IT self-service support tool

Riverbed has launched an agentic artificial intelligence product for employee self-service IT support.

The company’s new Aternity Self-Service product can detect an issue, execute triage, run endpoint and network diagnostics, apply fixes and validate resolutions.

If the issue is not resolved, it can generate a ticket for higher-level support.

The company gave the example of a Teams or Zoom application crash where the Aternity Self-Service agent runs diagnostics, identifies the service issue, restarts affected processes, and confirms the tool is back online.

The product also includes human oversight controls as needed and deploys into Microsoft Teams and other enterprise systems. 

Riverbed chief technology officer Richard Tworek said Aternity Self-Service reduces employee frustration.

“By leveraging Riverbed’s first new Agentic AI solution, employees can resolve common IT issues without waiting for the traditional ticket handling process to complete," he said.

"The self-service agent runs diagnostics, applies fixes, records the analysis and the work done in a ticket for record-keeping and auditing, and gets the employee back to work in minutes rather than hours."

“This reduces ticket volume, speeds resolution, and frees IT teams to focus on higher-value projects that drive real business impact. With Riverbed, organisations can deliver a smarter, smoother, and truly seamless digital experience for every employee.”