Solutions
For enterprise customers in the IT service management space, the most high-value AI agentic automation scenarios focus on workflows that are:
multi-step
judgment-heavy
time-sensitive
repetitive at scale
expensive when done manually in traditional ITSM platforms
Thunk.AI is a horizontal AI agentic automation platform, offering best-of-breed differentiated capabilities for high AI reliability, no-code authoring by process owners, easy customization, and rapid time to deployment.
Thunk.AI does NOT displace your ServiceNow or other ITSM platforms. It layers on top of them, automating tedious and complex human workflows, reducing response times, improving first-call resolution, and driving ROI through intelligent ticket handling and request fulfillment.
Most ITSM organizations have invested heavily in ServiceNow—custom workflows, integrations, CMDB data, and organizational muscle memory. But ServiceNow wasn't designed for the AI era. The work happens in ServiceNow, but the intelligence is missing.
Thunk.AI represents a lift-and-shift of human-intensive work from manual ServiceNow workflows into intelligent AI agentic automation:
ServiceNow remains your system of record — tickets, changes, requests, and approvals still flow through ServiceNow
AI agents handle the reasoning, analysis, and decision-making — what used to require experienced L2/L3 engineers reading tickets, gathering context, and determining actions
Workflows execute faster with higher quality — 40-70% of work that required human judgment can now be automated while maintaining or improving accuracy
Your ServiceNow investment is preserved — no rip-and-replace, no migration project, no disruption to existing processes
This is not RPA clicking through ServiceNow screens. This is intelligent automation that understands intent, gathers context across systems, applies policies, and makes decisions—then updates ServiceNow with results and complete audit trails.
Top-of-mind for enterprise IT organizations, managed service providers, and service desk operations because they:
Sit at the intersection of user experience, operational efficiency, and cost reduction
Are painfully manual today in ServiceNow
Require reasoning + multi-system context + decision-making
Dimension
AML Triage
KYC Onboarding
Trade Exceptions
Volume/scale impact
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User experience impact
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Cost reduction
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Risk/compliance
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Agent differentiation
Very High
Very High
High
Incident & Problem Management
Incident Triage & Auto-Resolution
Problem Identification & Root Cause
Major Incident Coordination
Knowledge & Configuration Management
Knowledge Article Generation
CMDB Reconciliation & Accuracy
Configuration Drift Detection
Change & Release Management
Change Risk Assessment & Approval
Release Readiness Validation
Post-Implementation Review
Service Desk Operations
Intelligent Ticket Routing
SLA Management & Escalation
User Communication & Updates
Request Fulfillment & Provisioning
Access Request Automation
Software License Provisioning
Hardware Procurement Workflows
AI Reliability
Accurate intent classification
Consistent policy application
Knowledge base grounding
Explainability & Auditability
Complete decision traces
Action justification
Compliance logging
Human-in-the-Loop Control
Approval gates for sensitive actions
Confidence-based escalation
Override mechanisms
1
Initial Adoption
Incident triage
Change assessment
Access requests
2
Expansion
Knowledge generation
CMDB reconciliation
Problem management
3
Mature
End-to-end service desk automation
Proactive issue prevention
Self-healing workflows (with guardrails)
Thunk.AI offers private deployments on any of the hyperscalar cloud platforms.
Thunk.AI is an AI solution partner on the Google Cloud Platform marketplace, implementing deep technical integration with GCP and Gemini, and payment integration within the GCP billing and procurement system.
