Designing Assistive AI for IT Agents at Atomicwork - Industry project (Coming soon)
Business & Growth
Web & UI/UX
[Introduction]
Atomicwork is an enterprise ITSM platform built to help IT teams manage requests, incidents, and service delivery. During my internship, I designed Agent Assist a suite of embedded AI features that help IT agents work faster, respond smarter, and stay in control, without disrupting the workflows they already rely on.
[Description]
My Approach
Enterprise IT agents face a specific kind of pressure: high ticket volumes, repetitive manual actions, and tools that were designed for end-users, not the people resolving the issues. Most AI solutions attempt to automate around agents. My approach was different.
I designed AI features that augment human capability, not replace it. Every decision was built around one principle: the agent stays in control. AI is the silent collaborator, visible, explainable, and always optional.
Research First, Design Second
Before sketching a single screen, I benchmarked six enterprise AI tools AIsera, Moveworks, Microsoft Copilot, ServiceNow, Zendesk AI, and Intercom and observed agents working inside Atomicwork firsthand. The finding was consistent: no tool in the market is built for the agent actively be inside the ticketing system. That whitespace became the foundation for everything I designed.
Three Features, One System
The three Agent Assist features work together as a lightweight system embedded directly into the agent's existing workspace:
AI Summary Panel — Instant ticket context, no scrolling required
Contextual Macros — Smart reply suggestions matched to ticket state and sentiment
3-Level Categorization — ITIL-aligned dependent dropdowns that make classification fast and accurate.
Resolving Complex Problems
Predict simplifies the complexities of building a predictive analytics platform. Its responsive design ensures a consistent user experience across devices, while SEO optimizations make your platform easily discoverable online. By incorporating intuitive navigation and well-organized layouts, Predict helps you present intricate data and AI-driven solutions in a way that is accessible to both technical and non-technical users. This focus on clarity and usability ensures that your platform resonates with a broad audience.
User-Centric Design
At its core, Predict is built with the user in mind. The template’s user-centric design ensures that your audience can navigate your platform effortlessly, whether they are small business owners or enterprise-level marketers. From the Home page that highlights key features to the CMS-powered Blog and Useful Pages that offer valuable resources, Predict is designed to deliver a seamless and engaging experience at every touchpoint.
Meeting User Needs
Predict is tailored to meet the needs of businesses and marketers who require advanced AI-driven solutions. With dedicated pages for features, pricing, and contact, the template ensures that users can quickly understand the value of your platform and connect with your team. The Blog and Useful Pages provide additional context and resources, helping users maximize the potential of your predictive tools. Predict is more than a template—it’s a launchpad for delivering real-world results.
Detailed Pages and Features
Home: A bold and engaging introduction to your platform, showcasing your core offerings with interactive elements and sleek visuals.
Features: A detailed breakdown of your platform’s capabilities, presented in a clear and user-friendly format that highlights the power of your predictive tools.
Pricing: Transparent and organized pricing plans, designed to help users quickly identify the right solution for their needs.
Blog & Blog Page (CMS): A space for sharing insights, updates, and case studies, with CMS functionality that makes content management effortless.
Contact: A simple yet effective page for inquiries and support, fostering communication between your team and your audience.
Useful Page (CMS): Flexible CMS-powered pages to share additional resources or custom content tailored to your users’ needs.
404: A thoughtfully designed error page that guides users back to relevant content without disrupting their experience.
Accessibility and Optimization
Predict is fully A11y optimized, ensuring that your platform is accessible to all users, including those with disabilities. Features like keyboard navigation, screen reader compatibility, and high contrast options make your platform inclusive and user-friendly. The template’s SEO and performance optimizations ensure fast load times and high search engine rankings, helping you attract and retain users in a competitive landscape.
Conclusion
Predict is more than just a SAAS AI template; it’s a comprehensive tool designed to elevate your predictive analytics platform. With its focus on modern design, user-centric functionality, and intuitive navigation, Predict provides everything you need to launch a solution that drives meaningful results. Whether you’re building for small businesses or enterprise clients, Predict empowers you to transform data into actionable insights with a platform that’s as innovative as the tools it supports. Embrace the future of predictive analytics with Predict and watch your platform thrive.
