Operations | Monitoring | ITSM | DevOps | Cloud

For years, the promise of AI-driven network automation has loomed large. Vendors and analysts alike have painted a future where autonomous operations handle outages before they happen, root causes are explained instantly, and teams finally escape the endless cycle of alerts, tickets, and manual troubleshooting. But in practice, most automation initiatives stall long before they reach that vision.

What features an AI help desk includes now or will include in the nearest future. And how it helps us run IT support.

Until recently, corporate sentiment around AI agents was cautiously optimistic. Now, we’re seeing confident action. Our latest international survey shows that 75% of companies have deployed more than one agent—up from 51% just six months ago.

In an era of unprecedented change, the role of an engineering leader has never been more demanding. Yesterday’s priority was scaling teams, while today’s is twofold: deploying AI responsibly and measuring the true impact of it all. The challenges are immense, and for the first time in a long time, the playbook is being written in real-time. That’s why today, we are thrilled to announce the launch of Braintrust, a new community from Cortex.

Enterprise IT departments are struggling to keep up with the dramatic increases in complexity, fragmentation, and chaos in their IT environments. Legacy tools and processes designed for monolithic systems and static infrastructures cannot meet these challenges. Enterprise ITOps requires a more agile and intelligent approach that leverages advances in AI and automation to remain scalable, effective, and sustainable.